QUALITY SUPERVISOR

Description

At Grupo Toriba, we believe quality is built daily through people, processes, and passion for delivering excellent service. Our work environment is dynamic, collaborative, and focused on excellence, where each professional plays a fundamental role in the customer experience. We value proactive, organized professionals committed to continuous improvement—those who enjoy teamwork, demonstrate ownership, and seek agile and transparent solutions. Here, the Quality Supervisor will work directly with leaders and teams across different areas, participating in strategic projects, process development, training, and initiatives aimed at continuously enhancing the customer journey. We foster a high-performance culture grounded in respect for people, ethics, transparency, and focus on sustainable results—all aligned with brand standards and Grupo Toriba’s values. Description Ensure excellence throughout the customer journey by promoting adherence to the manufacturer’s quality standards, monitoring satisfaction and digital reputation indicators as well as internal processes, and strategically partnering with leadership to continuously improve the customer experience. Responsibilities * Monitor quality, customer satisfaction, and digital reputation indicators (Google My Business) daily. Ensure compliance with manufacturer-mandated processes and standards. * Monitor customer satisfaction surveys and respond promptly to dissatisfaction cases, managing resolution efforts with customers and internal teams. Identify root causes and develop action plans for continuous improvement of results. Collaborate directly with sales managers and teams to embed quality and customer experience principles. * Lead performance meetings, operational alignment sessions, and executive presentations for senior management and brands. * Conduct internal audits of processes, infrastructure, and customer service. * Ensure compliance with LGPD guidelines and best practices related to customer data. * Support and monitor survey dispute processes with manufacturers. * Develop materials, operational workflows, presentations, and training programs focused on quality. * Monitor digital reputation indicators and promote engagement initiatives to increase positive reviews. * Identify opportunities to improve the customer journey and support implementation of new processes. Benefits * Health Insurance * Dental Insurance * Transportation Allowance * Pharmacy Partnership * Others * Well-being and Health Program