Administrative Assistant I DVA (Quality) | Corporate

Description

Job Summary: The professional will be responsible for monitoring store and call center customer service procedures to ensure quality and prevent operational failures, with a focus on interaction analysis and improvement proposals. Key Highlights: 1. Analyze interactions and identify improvements in customer service. 2. Map operational bottlenecks and propose effective solutions. 3. Prepare executive reports for stakeholders. **About the Area**: DVA Quality Area, responsible for ensuring monitoring of store and call center customer service procedures established by Corban. Monitors DVA employee quality to ensure adherence to customer service procedures and prevent operational failures. Monitoring will be conducted for the Bank Call Center team; however, the job description may be modified at any time to include activities across other customer service channels. **Position Challenges:** * Analyze interactions across critical channels (chat, voice, retail, and escalations), identifying patterns and improvement opportunities; * Map operational bottlenecks and propose solutions to optimize customer service; * Prepare executive reports and presentations, ensuring clarity and objectivity for stakeholders; * Monitor implementation and measure effectiveness of action plans; * Support continuous improvement initiatives and process optimization. **Requirements:** * Completed or ongoing undergraduate degree in Administration, Quality Management, Business Processes, Project Management, Agile Methodologies, or related fields; * Proficiency in Microsoft Office Suite, with emphasis on intermediate Excel (pivot tables and data analysis) and PowerPoint for structured presentation development; * Familiarity with Google applications (Google Sheets, Docs, Slides); * Minimum 6 months of experience in banking call center customer service. **Preferred Qualifications:** * Knowledge of continuous improvement methodologies, such as Lean Six Sigma (White or Yellow Belt certification is a plus); * Familiarity with agile methodologies; * Experience with process management tools and performance indicators. Minimum Education Level: Undergraduate Degree * Medical Assistance * Dental Assistance * PAC\- Employee Support Program * Meal Voucher * Private Pension Plan * Life Insurance * TotalPass * Extended Maternity/Paternity Leave * Parking * Shopping Discount via Carrefour Card * Free Annual Sam's Club Membership Card * Pharmacy Assistance * PLR (Annual Bonus) * Transportation Allowance/Charter Bus * Optical Benefit