Telephone Customer Service Monitor

Description

Job Summary: The professional will monitor telephone calls, identify failures and opportunities for improvement, and apply feedback to continuously enhance processes. Key Highlights: 1. Real-time and post-call telephone call monitoring 2. Identification of failures and opportunities for continuous improvement 3. Preventive and corrective actions focused on development * Conduct telephone call monitoring as required, either in real time (on\-line) or post-call (off\-line); * Correctly use and maintain the provided monitoring tools; * Apply the monitoring standard defined by the client and/or company, adhering to evaluation criteria established in spreadsheets validated and trained by the client and supervision; * Identify failures, deviations, and opportunities for continuous improvement, recording them in dedicated spreadsheets with a focus on continuous process improvement; * Take preventive and corrective actions, transforming failures into development opportunities through briefings, guidance, and training whenever necessary; * Actively participate in training sessions on new products, processes, and calibrations organized by the company or client; * Receive and apply feedback constructively to support continuous improvement and better understanding of evaluation and monitoring metrics; * Generate inputs, reports, and analyses as directed by management to support continuous improvement and process refinement; Compensation: R$1\.621,00 per month Benefits: * Medical assistance * Dental assistance * Profit-sharing program * Meal allowance * Transportation allowance Work Location: On-site