Description
Job Summary:
Quality Analyst focused on ticket monitoring, policy compliance evaluation, report generation, quality calibration facilitation, and collaboration for continuous improvement.
Key Highlights:
1. Monitoring and quality evaluation of technical support and customer service
2. Preparation of qualitative and quantitative reports with insights
3. Collaboration to improve processes and customer experience
**Description:**
**Responsibilities and Activities:**
Conduct quality monitoring of tickets (technical support, customer service, or CSC, depending on the project).
Evaluate adherence of interactions to policies, procedures, and quality metrics for the Brazilian and Mexican markets.
Prepare qualitative and quantitative reports with insights, trends, and improvement opportunities.
Lead quality calibration sessions with leaders and teams from both countries.
Support updating guides, evaluation criteria, and service workflows.
Track key performance indicators (NPS, CSAT, FCR, QA Score, etc.).
Collaborate with training, operations, and product teams to improve processes and customer experience.
**Benefits:**
**Salary:** 3\.247,87
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