Quality Monitoring

Description

Job Summary: We are seeking a Quality Monitoring Analyst focused on service excellence and continuous improvement for a call center. Key Highlights: 1. Monitoring and evaluation of customer service to ensure quality 2. Providing technical feedback and identifying improvement opportunities 3. Analyzing reports to develop training programs We are looking for an analytical, communicative professional with a focus on continuous improvement to support monitoring and development of our service excellence. If you have call center experience and a passion for process improvement, this role is for you! **Responsibilities:** Monitor and evaluate recordings and interactions of collections agents to ensure service quality; Provide technical feedback, identify retraining needs, improvement points, and develop action plans; Analyze reports to develop training programs; Evaluate service interactions focusing on courtesy, clarity, empathy, and problem-resolution capability; Support direct leadership in pursuing improved operational results. **Desired Education and Experience** Completed high school education; Prior experience in Quality Monitoring; Intermediate proficiency in Microsoft Office Suite; Excellent verbal and written communication skills; Assertive communication, emotional intelligence, and an educator mindset (focused on developing people); Analytical ability to interpret metrics and propose improvements; Commitment and punctuality. **Salary: PLEASE INDICATE YOUR SALARY EXPECTATION** Transportation Benefit – Bilhete Único Flexible Benefit – Swile Care for You: Dental Plan and Health Insurance (after probation period) Health and Energy: Partnership with TotalPass (SmartFit) to help you stay active. Balance: Birthday Day Off to celebrate as you wish. Environment: Communal spaces for relaxation and a culture that encourages mutual support. **Working Hours: 9:00 AM to 6:00 PM** Compensation: R$1.00 per month Selection Questions: * What is your salary expectation and availability to start? * Do you have prior experience in Quality Monitoring within a Call Center? If yes, what is the largest team size you have monitored? Work Location: On-site