Quality Analyst - Customer Service Operations

Description

Area responsible for understanding the customer journey, analyzing touchpoints, and generating improvement insights to enhance experience, feeding back to other departments. **Responsibilities and Duties:** Conduct service monitoring and quality audits; Identify process improvement opportunities and propose corrective and preventive actions; Generate performance reports and metrics; Support training and refresher sessions based on identified gaps; Participate in meetings with partner departments to align quality standards; Standardize processes and develop documentation (SOPs, flowcharts, etc.); Ensure compliance with internal procedures and regulatory requirements. **Requirements and Qualifications:** Proven experience in quality monitoring; Advanced Microsoft Office skills (especially Excel and PowerPoint); Strong analytical ability and attention to detail; Good verbal and written communication skills; Flexible, proactive, and able to handle urgent matters; Completed or ongoing undergraduate degree (Administration, Quality Management, Engineering, or related fields); Knowledge of quality tools (PDCA, 5W2H, Ishikawa, etc.); Experience with AI-powered monitoring is desirable. **Our Benefits:** SulAmérica Health Insurance fully covered by the company for the employee (with 30% co-payment by the employee upon use). Dependent coverage is optional (subject to applicable fees, apartment plan standard, and nationwide coverage); SulAmérica Dental Insurance — optional, fully covered by the employee, extendable to dependents; Life Insurance; Meal/food allowance: BRL 44 per day; Optional transportation voucher, with up to 6% payroll deduction; **SESC Membership:** access to SESC’s network of benefits for retail employees; Total Pass: discounts at gyms and studios across Brazil, with option to include dependents; Advantage Club: year-round discounts on products and services; **Payroll-Deductible Loan:** support for emergency financing; **RDC Corporate Travel Benefit:** every 12 months starting from your benefit enrollment date (after the 90-day probationary period), you receive 10.800 points annually, valid for 24 months, redeemable for accommodations and travel products on our portal. **Minimum Education Requirement:** Undergraduate Degree