Job Summary: The Senior Training and Quality Analyst will serve as the strategic arm to ensure operational excellence, transforming performance data into development programs. Key Highlights: 1. Strategic involvement in operational excellence 2. Focus on transforming data into development programs 3. Culture of feedback and continuous improvement **Work Model:** Hybrid work model in São Paulo (SP) **About the Team:** We are the first point of contact and ambassadors of Conta Simples. Our team operates in a human-centered and strategic manner, focused on transforming our customers’ banking experience into something simple and efficient. We value empathy, transparency, and proactivity to identify opportunities that improve our product and processes. **Role Challenges:** As a Senior Training and Quality Analyst, you will serve as the strategic arm to ensure operational excellence. Your focus will be on transforming performance data into development programs that elevate the quality of our deliverables. **Your key responsibilities will include:** * **Quality Management:** Design and manage the monitoring program, defining indicators (KPIs) and calibration criteria to ensure an impartial, technical view of customer service. * **Data Intelligence:** Diagnose performance gaps through critical analysis, converting metrics into short- and medium-term action plans. * **Corporate Education:** Develop and deliver learning paths (technical and behavioral), ensuring content is scalable and promotes knowledge retention. * **Strategic Partnership:** Act as an internal consultant for leadership, providing data-driven inputs to support decision-making and build high-performance teams. * **Problem Solving:** Lead root-cause analyses for recurring issues, implementing solutions to prevent recurrence and improve customer experience. * **Feedback Culture:** Foster a culture of continuous improvement, ensuring the "Voice of the Customer" (VoC) guides our process reviews. **Responsibilities and Duties** **Your day-to-day at Conta Simples:** **Strategy and Continuous Improvement** * **Problem Solving:** Investigate and diagnose high-complexity bottlenecks impacting operations, proposing structural solutions to optimize departmental processes. * **Technical Feasibility:** Actively participate in discussions regarding new solutions, mapping alternative workflows, identifying potential risks, and anticipating possible failure scenarios. * **Systemic Perspective:** Maintain a macro view of the market, products, and related departments, mastering escalation flows for issues affecting customer experience. * **Operational Efficiency:** Challenge the *status quo* and propose continuous improvements that balance productivity with a positive impact on the user journey. **Quality and Training:** * **Indicator Management:** Monitor and analyze quality KPIs, proposing strategic adjustments to monitoring criteria and training curricula whenever necessary. * **People Development:** Plan, deliver, and evaluate technical and behavioral training, using performance data and feedback to ensure effective team learning. * **Technical Reference:** Serve as mentor and technical reference for colleagues, providing technical guidance to the team and positively influencing delivery standards. **Projects and Leadership** * **Project Management:** Lead medium-complexity initiatives, focusing on delivering value both to customers and to operations. * **Collaboration and Feedback:** Critically review your own and peers’ deliverables, contributing constructive feedback to raise the team’s quality bar. * **Leadership Interface:** Operate autonomously, proactively engaging management in a consultative manner when facing issues requiring strategic decision-making or executive alignment. **Culture and Development** * **Ownership:** Proactively seek knowledge and contribute innovative ideas to projects and processes you are involved in. * **Culture Ambassador:** Fully align with organizational values, serving as a role model for behavior, responsibility, and collaboration. * **Growth Mindset:** Demonstrate openness and maturity in receiving feedback, integrating it as a fundamental tool for professional growth. **Requirements and Qualifications** **What we expect from you:** **Technical and Operational Expertise** * **Zendesk Proficiency:** Advanced mastery of the platform, leveraging it agilely to optimize workflows and unlock its strategic potential. * **Systemic View and Stakeholders:** Macro-level understanding of business, market, and interdepartmental interdependencies, ensuring accurate escalations during critical situations. * **KPI Focus:** Solid understanding of customer service metrics (e.g., CSAT, Repeat Calls, SLAs) and how they directly impact company growth and success. **Communication and Relationship Skills** * **Strategic Communication:** Ability to communicate clearly, empathetically, and assertively, adapting messaging across stakeholder levels (from operational staff to executives). * **Consultative Support:** Focus on delivering high-quality support, transforming technical interactions into valuable, consultative experiences for internal and external stakeholders. * **Mediation and Argumentation:** Strong negotiation and conflict resolution skills, maintaining a collaborative, solution-oriented posture. **Autonomy and Ownership** * **Complex Problem Solving:** Proactive approach to uncertain scenarios, proposing agile and viable solutions to operational challenges. * **Self-Management and Prioritization:** Ability to independently organize your schedule and set priorities, ensuring deadlines and goals are met. * **Forum Contribution:** Proactive participation in meetings and improvement groups, grounding proposals in critical analysis and forward-looking vision. **Nice-to-Have Qualifications:** * **Project Management:** Experience applying project organization methodologies, ensuring initiatives have clear start, middle, and end phases with value-driven deliverables. * **Mentoring and Technical Leadership:** Experience or aptitude supporting junior analysts’ development, assisting in task execution and sharing technical knowledge. * **Operational Control:** Ability to monitor area demand and activity volume, proposing adjustments to maintain balance between workload and quality. **Additional Information** **Take a look at (some of) the benefits of being a Simpler:** Health insurance (nationwide coverage) with no monthly fee and no copayment for our \#Simplers and up to \+2 legal dependents Dental insurance (nationwide coverage) with no monthly fee and no copayment for our \#Simplers and up to \+2 legal dependents Flex food benefit via iFood Benefits card Transportation allowance via iFood Benefits card Gympass — extended to legal dependents (children and spouses) Birthday-off (to enjoy your special day with the people you love!) Partnerships with educational institutions Zenklub (Mental Health) — Mental health platform offering 4 free therapy sessions per month for every Simpler Life insurance Parental leave (maternity: 180 days; paternity: 45 days) Childcare allowance Onhappy (Travel) — Platform developed by Onfly offering exclusive discounts on airfare, accommodations, and travel packages Guapeco (Pet Health) — Pet health insurance plan with reimbursement model, focused on flexibility and your pet’s well-being #### **Our Mission** We are **Conta Simples**, a corporate expense management system combining financial services and technology. We exist to **transform** and **empower** companies’ financial journeys, **optimizing** people’s time. #### **Check out some of our achievements** * Ranked among the world’s **100 most promising fintechs**, according to **CB Insights** * **LinkedIn Top Startups 2023** — overcoming challenges, generating interest, and attracting top talent * Recognized for the **third time** among the **100 Startups to Watch**, by PEGN magazine, highlighting our innovation, market potential, business model, and scalability * Featured among the **50 Startups Changing Brazil**, by Exame magazine, reflecting our influence in the entrepreneurship ecosystem * Second Brazilian startup to receive investment from **Y Combinator** * Included among the **21 Startups Emerging Giants**, by KPMG * In early 2024, we secured a new round of **investment (Series B) totaling BRL 200 million.** All these achievements were made possible thanks to our team. We believe in each Simpler’s potential and together build a collaborative, autonomous environment with ample space to grow and develop. **\#VemSerSimpler!**
João Silva
Indeed · HR
João Silva
Indeed · HR
