Quality Intern

Description

Provide support to the Quality Area. **Responsibilities and Duties** + Monitor calls; + Evaluate customer interactions via incident tickets (ITSM), telephony, and chat; + Track quality reports to support management and operations; + Assess operator customer service quality; + Score and mark monitoring forms; + Monitor quality indicators through evaluations to maintain service quality; + Identify potential operational issues and guide the team accordingly; + Identify needs for specific or knowledge-leveling training; + Develop, prepare, deliver, and manage training when required; + Monitor employee performance; + Ensure customer interactions comply with defined procedures; + Create content for the "Qualidade Informa" newsletter; + Support the creation of knowledge documents and updating the company's knowledge base, ensuring information remains up to date; + Monitor quality indicators; + Stay attentive to updates of supporting tools; * · Provide service via the Central Relationship Queue **Requirements and Qualifications** * **Bachelor's degree in an IT-related field, or currently pursuing one;** * **Knowledge of and/or certification in ITIL;** * **Course in microcomputing.** **Additional Information** Benefits: Transportation Allowance TotalPass Moodar Platform **We’re thrilled to have you here — even if it’s virtually! How about getting to know us better?** The **Lanlink Group** has 37 years of history building experiences that transform not only companies but also people’s lives, operating across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a safe harbor for innovation. Our spaces are built by those who make Lanlink happen every day: our employees, who wear the shirt proudly and together create a joyful, collaborative, and inspiring workplace. We believe **trust** is the foundation of our relationship with our people and our clients. It is cultivated through practices such as: hiring and welcoming well, inspiring, speaking and listening, thanking, developing, caring, celebrating, and sharing. We are many. We are diverse. **\#WeAreLanlink.** Now, we’d love to get to know you too. Join Lanlink! **Oh, and an important note:** all our job openings are **preferential for PwD (Persons with Disabilities).**