Quality Monitor

Description

We are looking for a professional to lead and develop our collections team, ensuring high performance, motivation, and excellence in customer service. * Conduct call monitoring to ensure the quality of customer interactions; * Deliver feedback based on evaluations of monitored calls, promoting continuous development of agents; * Conduct audits and disputes within the monitoring system; * Develop and update analysis spreadsheets aimed at addressing underperforming areas; * Identify service patterns, non-conformities, and opportunities for improvement; * Contribute to operational excellence through quality-focused initiatives. Requirements and qualifications: * Prior experience with quality monitoring in call center environments; * Proficiency in Excel; * Analytical mindset, attention to detail, and ability to identify patterns in customer interactions; * Strong verbal and written communication skills to deliver clear and objective feedback; * Proactivity in addressing situations requiring improvement; * Organizational skills and results orientation; Currently pursuing a bachelor's degree is considered a plus. Work schedule: * Hours: Monday to Friday – 8:00 AM to 6:00 PM * Salary: R$ 3064.00 * Benefits: Meal voucher R$ 28.60/day Job type: Full-time, permanent CLT contract Benefits: * Childcare allowance * Meal voucher * Transportation voucher Compensation: R$2.500,00 - R$3.000,00 per month Benefits: * Childcare allowance * Corporate agreements and commercial discounts * Meal voucher * Transportation voucher Education: * Completed high school (preferred) Experience: * Quality Monitor (mandatory) Work location: On-site