Monitoring Analyst

Description

Description: * Bachelor's degree in Administration, Accounting Sciences, Economics, or related fields. * Minimum 1 year of prior experience in monitoring activities, data analysis, and report generation. * Proficiency in PowerPoint, Power BI, and Excel. * Ability to interpret data, identify trends, and develop strategic insights. * Excellent verbal and written communication skills, with ease in delivering presentations. * Teamwork capability, demonstrating proactivity and results orientation. * Knowledge of agile methodologies (Scrum, Kanban) is a plus. * Support leadership in improving the team’s analysis of monitoring outcomes; * Support other company departments to implement the methodology adopted by the customer relationship center, thereby creating a customized quality management process tailored to each department’s needs. * Plan and monitor team activities, assign tasks within the area, and perform necessary interventions to achieve established performance and quality indicators; * Conduct monthly evaluation of operational and behavioral errors, propose actions to reduce failures in customer service, identify root causes, and propose and implement improvements; * Prepare quantitative and qualitative reports on departmental results; * Support the team in achieving the monitoring target; * Compile information from monitored calls, identify areas requiring follow-up and training, and present findings to management to ensure quality service delivery; * Provide leaders with information derived from monitored interactions so that feedback can be delivered to the team; * Support employee capacity building and training on current procedures; * Identify team training needs and report them to leaders and the training team; * Identify opportunities for workflow improvement, report them to management, and propose solutions; * Support analysis of NIPs (Preliminary Intermediation Notification) and call transcriptions when required; * Provide support to the operations team when necessary; * Support analysis of processes documented in the control and non-conformance spreadsheet, aiming to contribute to process quality assurance; * Support production of reports for presenting results to management; * Propose and participate in meetings with departments having the highest interaction level across the company; * Facilitate onboarding of new sector employees, instruct them on routines and processes, and monitor their performance during the probation period to assess adaptation. 2511120202181802441