**We are much more than a collections company.** -------------------------------------------------- Concilig has built a solid reputation among major Brazilian companies, based on advanced technology and proven effectiveness in service delivery. Focused on innovation and market demands, we offer customized solutions continuously improved to deliver excellent service. Our goal is to achieve maximum performance in the Customer Journey, integrating all contact points between customers and companies. We provide a unique, valuable, and successful omnichannel experience for every brand that seeks us out. Everything is now interconnected, supported by cutting-edge technology and the best human capital. Concilig: connect experiences, satisfaction, and new possibilities. Get ready for a new level in Customer Experience and Customer Journey. **Connect with Concilig. Link the points, connect the results** **Responsibilities and duties** * Conduct initial training and refresher training; * Develop refresher materials and operational support materials; * Monitor calls, analyzing procedures and service delivery; * Provide feedback on monitored calls (zeroed or below average), guiding on improvement points, training and correcting operators in an influential, polite, and positive manner; * Participate in calibration sessions with operations, leadership, and client, aiming to align information and monitoring criteria; * Input productivity-related data into spreadsheets; * Fill out daily reports with monitoring, forms, and productivity data; * Monitor and track coordinators' requirements (audits), ensuring compliance with mandatory operational procedures; * Map operational needs, proposing action/correction plans to minimize operational difficulties; * Approve portfolios, creating Quality guidelines to meet partner requirements; * Conduct motivational campaigns to increase productivity and/or ensure compliance with mandatory procedures; * Deliver continuous feedback during probation periods (1st and 2nd term); * Execute the initial flow through collective training, immediately after onboarding; * Deliver training based on needs identified during analysis; * Responsible for controlling the WEB mapping flow; * Manage averages, offenders, and disputes related to external monitoring; * Implement actions within processes/activities under their responsibility to achieve intended goals/objectives. * Identify opportunities for improving call scripts for scheduling exams; * Develop communication repertoire on health topics for agents; **Requirements and qualifications** * Bachelor's degree in progress or completed; * Knowledge of PowerPoint and Excel. **Additional information** **Meal Allowance** **Transportation Allowance** **Health Insurance** **Dental Insurance** **Wellhub (Gympass)** **Birthday Day Off** **Career Development Plan** **Partnerships** At Concilig, we believe that **our role is more than delivering results for our clients and partners—it’s about transforming lives**. Here, you’ll find a dynamic, collaborative environment full of opportunities to grow, learn, and make a difference. We are one of the largest customer service and BPO companies in the country, recognized for valuing people, encouraging diversity, and investing in talents of all ages, backgrounds, and stories. Our purpose is to create opportunities and generate positive impact, inside and outside the company. If you're looking for a place where you can **grow professionally, develop your skills, and be proud of what you do and who you are**, join the Concilig team! Here, your work has voice, purpose, and future.