Certification Supervisor

Description

Job Summary: Join a company that strives to contribute to a fairer society through fraud prevention, cultivating transparency, flexibility, and proactive ownership. Key Highlights: 1. Manage the team, supporting development and engagement 2. Develop policies, monitor operations and deliverables of the department 3. Stay updated on market trends and propose improvements Join our **\#WayofBeingWHO!** The WHO is a company committed to contributing to a fairer society through **fraud prevention**, ensuring that all contracted products and services are delivered to the right people. Our mindset is rooted in indignation toward any and all types of fraudulent processes. Our **\#WayofBeingWHO** fosters **transparency** and **flexibility** — from processes to relationships — and encourages daily **proactive ownership** by our team. Each person plays an important role in our story. If you seek a place to grow and wish to feel part of the daily fight against fraudsters? **\#JoinWHO!** Main Responsibilities: * Manage the team, supporting development and task management, providing feedback, encouragement, and engagement aligned with the company’s purpose; * Develop operational policies and procedures, and monitor departmental operations and deliverables; * Manage and monitor team KPIs and productivity, conducting periodic technical alignment sessions; * Ensure execution of the Supervisor’s daily agenda: delivering feedback, conducting monitoring sessions, guaranteeing SLA compliance, implementing motivational actions, developing the team, overseeing operational routines, opening system tickets, and tracking KPIs; * Review, monitor, and distribute incoming email requests, assessing pending items, bottlenecks, and delays; * Directly engage with clients as needed, ensuring satisfaction for both the team and clients; * Review and analyze KPIs, monitor team performance, and report results to the Team Leader; * Report progress, changes, and improvement initiatives to the direct manager; * Participate in meetings with leadership and clients as required; * Stay updated on market trends, innovations, needs, and new business opportunities, proposing process improvements, cost reduction, and productivity gains related to the department; * Perform other duties related to this position. **Eligibility Criteria for Internal Candidates:** * Minimum tenure of 4 months as a WHO employee; * No participation in internal hiring processes within the last 3 months; * Justified absences (ABS) over the last 3 months: ≤3%; * Unjustified absences (ABS) over the last 3 months: 0%; * No formal warnings issued within the last 3 months; * No external feedback or reversals recorded within the last 3 months; * No two or more internal evaluations with zero scores within the last 3 months; * No confirmed fraud cases within the last 3 months; * No unjustified negative decisions within the last 3 months; * No participation in internal hiring processes within the last 3 months; * Submit proof of application via Sólides to the People & Culture team. * **To proceed to subsequent stages, candidates must meet all the above requirements.** **Benefits:** * Transportation allowance (or fuel voucher). * Flash Card (flexible benefit for meals and/or food): BRL 31.43 * TotalPass (discounts at gyms and studios for sports activities). * C4Life (support services including psychological, financial, social, legal counseling, and PET assistance). * Unimed co-payment health plan (effective after probation period). * Pet Guapeco co-payment health plan. * Odonto Prev dental plan (effective after probation period). * Daycare allowance for mothers with children up to 2 years old: BRL 317.49 * Life insurance. * SESC discounts. * Discounts at partner universities for undergraduate and postgraduate programs. * Birthday Off (day off on your birthday) If you’re ready to grow and join this daily fight against fraud, **\#JoinWHO!** Availability to work during afternoon and night shifts.