Senior Quality Analyst

Description

Flash is an **intelligent ecosystem of HR and finance solutions** that simplifies all day-to-day work management within a single platform—from onboarding and time tracking to benefits and corporate expenses. We transform complex processes into an enchanting journey, creating a **lighter, more human, and more efficient work experience for everyone.** Here, we call this the **Flamingo Effect**: every idea, every line of code, every interaction resonates far beyond Flash, impacting the daily operations of companies and millions of people. Working here means living **the power to make things fly**, fueled by creativity, purpose, and real impact. **Come be a Flamingo! ✨** ### **\\uD83E\\uDDA9 Why work with us?** At Flash, we believe great transformations begin with individual flights, gain strength collectively, and find direction in the values that guide us as a flock: ✨We create value with the Customer ✨We solve problems pragmatically ✨We play together ✨We deliver consistent results ✨We learn and transform### **\\uD83E\\uDDA9How we work:** * Being a Flamingo at Flash means thriving in a creative, technology-driven environment with **autonomy to create, test, and turn ideas into real solutions** that help companies and people fly higher. * **Accelerated learning:** every challenge is an opportunity to grow and innovate. * **True belonging:** no one flies alone—we’re always in formation. * **Sense of purpose:** what starts at Flash transforms how the world works. * Leave your mark on the world of work and experience with us the power to make things fly. ### **✨ Our benefits:** * **Flash Card (the beloved pink one!)** with flexible benefits: meals, groceries, mobility, health, education, culture, and wellness * Health insurance * Life insurance * Extended maternity and paternity leave + childcare allowance * Birthday day off \\uD83C\\uDF82 * Hybrid and flexible work model + home office allowance + office experiences * Exclusive discounts with partners via the Flash app * TotalPass * Pet care agreement with Guapeco ### **\\uD83C\\uDF08All our job openings are inclusive** * We value diversity in all its forms and believe plural teams build stronger, more human, and more innovative solutions for Flash. Therefore, all our positions are open to people of any gender, race, ethnicity, age, sexual orientation, gender identity, religion, and people with disabilities (PwD). ### **✨ What you’ll do:** * Conduct CX service quality monitoring, applying form criteria effectively—with attention to detail and autonomy in executing tasks; * Structure clear and constructive feedback based on monitoring activities; * Understand, critically assess, and evaluate the weights and criteria in monitoring checklists—proactively proposing improvements and supporting team leadership in implementing changes, always linking monitoring quality to customer experience (CX), KPI achievement, and business objectives; * Lead forums for continuous team improvement; implement action plans; and foster a mindset of efficiency and quality, reducing waste; * Understand the automations used in our CRM tool (HubSpot); feeding back process teams with insights that drive meaningful improvements in service efficiency; * During monitoring analyses, adopt a critical and systemic stance—identifying improvement opportunities in processes, FAQs, self-service channels, and performance—always focusing on optimizing internal and external customer journeys and experiences; * Lead discussions and resolution of opportunities identified in feedback loops with other CX areas, prioritizing initiatives that significantly improve performance metrics and enhance customer experience; * Accurately correlate key CX service indicators with opportunities identified in analyses—using analytical thinking to prioritize actions that positively impact business outcomes; * Conduct quality forums using materials tailored to the target audience’s characteristics, ensuring comprehension and engagement; * Serve as a reference for junior analysts—developing and implementing new monitoring frameworks or processes, promoting best practices and a quality culture. ### **\\uD83E\\uDE77 What we’re looking for:** * Completed undergraduate degree; * Experience with CRM and support tools (e.g., HubSpot; Twilio); * Experience in CX/Operations teams; * Experience with sampling monitoring tools (e.g., 2clicx); * Proficiency with G Suite—especially Sheets and Presentations; * Experience with other creation and design tools is a plus; * Strong written and visual communication skills. ### **\\uD83D\\uDCCAWhat we expect:** * Ownership mindset toward problems; * Assertive communication and diplomacy with stakeholders; * Critical thinking and attention to detail; * Empathy focused on User Experience (UX); * Knowledge of quality tools and methodologies: PDCA, 5W2H, GUT, Ishikawa, and other problem identification and resolution frameworks. ### **\\uD83D\\uDD1DDifferentiators** * Experience with other creation and design tools is a plus (e.g., Canva); * Experience with AI tools and automated monitoring is a plus; * Knowledge of Power BI, SQL, or data analysis tools. **Will you fly with us? \\uD83D\\uDC96** Apply now to our openings and help spread the Flamingo Effect to even more companies across Brazil! \\uD83E\\uDDA9 Follow us on Instagram @meuflash. \\uD83E\\uDD16 We may use artificial intelligence (AI) tools to support certain stages of the recruitment and selection process—such as application screening, resume analysis, or response evaluation. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are always made by people. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.