Description: \- Responsibilities and duties * Apply initial training and recycling; * Develop recycling materials, as well as support materials for operations; * Monitor calls, analyzing procedures and service delivery; * Provide feedback on monitored calls (zeroed or below average), guiding on improvement points, training and correcting in an influential, polite and positive manner the operators; * Participate in calibration sessions with operations, leadership and contracting client, aiming at aligning information and monitoring criteria; * Input productivity-related data into spreadsheets; * Fill out daily reports with data related to monitoring, records and productivity; * Monitor and follow up coordinators' requirements (audits), aiming at compliance with mandatory operational procedures; * Map operational needs, proposing action/correction plans to minimize operational difficulties; * Approve portfolios, creating Quality guides aimed at meeting partner requirements; * Conduct motivational campaigns aimed at increasing productivity and/or compliance with mandatory procedures; * Provide continuous feedback within the trial period (1st and 2nd deadlines); * Perform initial flow through collective training right after integration presentation; * Deliver training based on needs identified during analysis; * Responsible for controlling the WEB mapping flow; * Manage averages, offenders and disputes of external monitoring results; * Implement actions in processes/activities under responsibility to achieve intended goals/objectives. * Identify opportunities for improving service scripts for scheduling exams; * Develop communication repertoire on health topics for attendants; Requirements and qualifications * Organized; * Analytical; * Impartiality; * Dedication to continuous improvement; * Teamwork. 2510170202241813893