Quality Monitor

Description

Job Summary: We are looking for a proactive and engaged Quality Monitor focused on optimizing billing processes, ensuring customer satisfaction, and innovating solutions. Key Highlights: 1. Autonomy to seek solutions and innovate 2. Focus on high performance and satisfaction 3. Opportunity to leverage results **Who we are:** We are Nova Gestões, an established company in the Asset Recovery industry, serving approximately 10,000 users across Brazil. Our mission is to help customers re-enter the credit market while preserving their integrity and self-esteem. **Who we are looking for:** For this opportunity, we will hire a Quality Monitor. The required qualifications are: * Experience in Contact Center or Collections Office; * Strong communication skills and empathy to understand and resolve negotiation obstacles; * Resilience to handle crisis situations and navigate around them; * Proficiency in writing and grammar (as you will draft guidance documents); * Familiarity with Office tools (Microsoft Office suite, Google Docs, Spreadsheets, VBS, etc.); * Passion for demonstrating the quality of your work to impress negotiators and ensure adherence to your plans; * Ability to deliver training sessions. You will have autonomy to seek solutions, innovate, suggest, experiment, and generate new knowledge that consistently and solidly drives results. Therefore, you must be proactive in pursuing new ideas and solutions. We are recognized for our exceptional service, so you must not hesitate to roll up your sleeves and give your best — we are a high-performance team where satisfaction is essential! **In summary, your day-to-day mission will be:** Understand customer pain points and resolve their issues as quickly as possible; * Handle complaints, suggestions, desires, and needs; * Guide team members to master billing processes and generate more revenue, thereby stimulating both qualitative and quantitative results; * Complete evidence reports and use them to develop relevant action plans grounded in sound reasoning; * Have the opportunity to leverage results by elevating overall quality. **Profile we seek:** * A person with a strong sense of urgency who understands that project success requires stepping out of their comfort zone; someone eager to take ownership of tasks as if they were the project owner, demonstrating professional engagement. **Hiring Process Steps:** * Three stages: Group screening, individual interview, and document verification. **Job Benefits:** * Employment type: Full-time, Permanent/CLT — Monday to Friday — 8:00 AM to 6:00 PM * Salary: Starting from **R$3,000.00** per month * Additional benefits: Transportation Allowance (VT) and Meal Allowance (VR) Employment type: Full-time, Permanent CLT Compensation: R$3,000.00 per month Benefits: * Free parking * Meal allowance * Transportation allowance Relocation/mobility possibility: * Curitiba, PR: Relocate or move to the job location prior to starting work (Mandatory) Education: * Completed High School (Mandatory) Experience: * Quality Monitoring (Mandatory) * Telecommunications (Mandatory) Workplace: On-site