Quality Supervisor

Description

Job Summary: Supervise the quality monitoring team to ensure high performance and strategic alignment, with emphasis on data analysis and process optimization. Key Highlights: 1. Lead a quality monitoring team focused on high performance 2. Develop managerial reports and data-driven strategic analyses 3. Prepare and deliver high-impact executive presentations Want to join a network of recognition and opportunity? Then, your place is with us! We are made of people who differ physically and culturally. Connected by our differences. Human beings motivated to help find solutions. Together, we form a network of plurality. We are diversity. We are Redebrasil. Join our Network too! \#vemprarede **Main Responsibilities:** * Supervise the quality monitoring team to ensure high performance and strategic alignment with requester departments’ expectations and business KPIs; * Develop managerial reports to support Management and support areas; * Data-Driven Management (Speech Analytics \& AI): Implement analyses and diagnostics and manage Speech Analytics tools; * Strategic Analysis and Action Plans: Develop tactical monitoring initiatives targeting conversion/performance, preparing robust action plans; * High-Impact Presentations: Prepare and deliver monthly executive presentations for contracting clients, translating technical data into business insights; * Training Effectiveness: Validate training effectiveness through data correlation (before vs. after), ensuring that training directly reflects in the learning curve and results; * Governance and Processes: Conduct systematic audits to ensure compliance and quality; * Calibration and Alignment: Facilitate calibration sessions between leaders and operations to ensure uniform evaluation criteria and reduce subjective bias; * Maintain an updated extension directory to enable communication across departments; * Remain attentive to operational demands from managers and supervisors; * Generate monitoring reports and forward them to respective departments; * Monitor monitors’ work through supervision to ensure completion of monitoring activities and delivery of monthly feedback; * Manage documents, including control, filing, maintenance, and updating; * Comply with internal company policies and procedures; * Perform other related and inherent duties; * Stay current in the field, continuously seeking best practices. Minimum Education: Bachelor’s Degree * Dental Insurance (Odontoprev or Novodente) * Transportation Allowance * Telemedicine – online medical consultations whenever needed * Meal/Voucher Allowance * WellHub – Gympass is now WellHub! Access to gyms, yoga, crossfit, swimming, and wellness apps * Legal and financial advisory services * University partnerships – discounts on undergraduate and postgraduate programs * Health Insurance (Biovida Saúde)