Konecta is a large multinational company in the BPO and Customer Experience sector, seeking a Quality Manager to act strategically, ensuring operational excellence, continuous improvement, and enhancement of the customer journey. This is a key role for professionals experienced in call center environments who wish to operate within a high-performance, scalable, and transformative context. **Key Responsibilities** * Strategic Quality Leadership: Lead, develop, and oversee teams of supervisors and analysts, ensuring standardization and performance.* Process Management and Optimization: Implement and evolve quality methodologies, workflows, and systems applied to operations (customer service, sales, and back-office).* Monitoring and Continuous Improvement: Apply tools and methodologies such as Lean, Six Sigma, COPC, and data analysis to identify root causes, reduce errors, and increase efficiency.* Metrics Intelligence and Analysis: Design dashboards, monitor operational KPIs, and deliver insights to enhance customer experience.* Client and Internal Stakeholder Engagement: Present results, lead governance rituals, and ensure alignment with business goals and expectations.* Financial Management of the Area: Track quality-related performance metrics and forecasts. Requirements: **Mandatory Requirements:** * Completed undergraduate degree in Engineering, Business Administration, or related fields. * Solid experience as a Quality Manager or Senior Coordinator. * Proven experience with Quality Management Systems and audits. * Advanced knowledge of continuous improvement tools and root cause analysis. * Experience leading multidisciplinary teams. * Strong analytical ability, systemic vision, and results orientation. **Preferred Qualifications:** * Postgraduate degree or MBA in Quality Management, Process Management, or related areas. * Certifications (Lean, Six Sigma Green/Black Belt). * Experience in digital transformation projects within the Quality domain. **Desired Requirements and Knowledge** * Solid experience in Quality within Call Center / BPO / CX sectors * Experience with methodologies such as: Lean, Six Sigma, COPC (preferred) * Proficiency in operational and quality metrics * Experience with Customer Journey, Voice of the Customer (VOC), audits, and governance rituals * Completed undergraduate degree (postgraduate degree is preferred) * Ability to engage with executive clients and internal leadership * Analytical, strategic, results-driven profile with strong executive presence **We are looking for someone with:** * Structured, process-oriented mindset * Decision-making capability * Strong communication and influence skills * Executive demeanor * Focus on results and continuous improvement Benefits Transportation Allowance; Meal Voucher; Variable Compensation; Health and Dental Insurance; Life Insurance; Childcare Assistance for children up to 24 months old; Discounts at universities and educational institutions; TotalPass; Bullla Card; SESC Membership; Amusement Park Discounts;