**Job Description** We are looking for a **Quality Monitor** to oversee customer service department (call center) calls. In addition to evaluating calls and identifying whether the service standard is being followed according to predefined scripts. If you are a careful professional, who delights customers and has a sense of ownership, Brisanet is the place for you! Let’s sail toward the future! **\#JoinBrisanet** **What will your day-to-day look like?** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets as requested; * Update area indicators when necessary; * Actively participate in meetings and organizational commitments when required; * Use individual and collective safety equipment when necessary; * Perform other related tasks according to the area's needs and leadership guidance; * Monitor internal customer service department (call center) calls; * Evaluate service delivery and verify adherence to established service standards according to predefined scripts; * Monitor the development of technical procedures within internal departments; * Record in the system positive and negative aspects of customer interactions, providing feedback in cases of non-compliance and/or improvement opportunities; * Create analytical reports reflecting the quality level of customer service; * Assist and participate, when necessary, in training sessions on service refreshers; * Share information about critical service points with supervisors to ensure proper feedback implementation. **What we're looking for in this opportunity:** * High school diploma; * Six months of experience in the field; * Knowledge of auditing and procedure verification; * Basic computer skills. **Will be considered a plus:** * Completed or ongoing bachelor’s degree in Business Administration or related fields; * Six months of experience in customer service or six months in the field; * Proficiency in Google tools (Sheets, Docs); * Quality management tools; * Basic computer knowledge; * Auditing and procedure verification. **At Brisanet Group, you will find:** * Work culture that respects and values people; * Internal events covering diverse topics; * Collaborative environment that supports personal and professional development; * Horizontal and vertical structure, meaning you are the protagonist of your career!; * Meals (Headquarters via cafeteria and branches via Alelo); * Co-payment Health Plan; * Dental Plan; * Life Insurance; * WellHub (GymPass); * IVI (Emotional Support Platform); * Childcare Assistance; * PCD Dependent Assistance; * Payroll Deductible Loan (after 6 months); * Discounts of up to 50% on Brisanet Internet and BrisaMusic services; * Up to 60% discounts at Higher Education Institutions.