Senior Quality Analyst - SalesOps

Description

Job Summary: Catholic University of Paraná (PUCPR) seeks an organized and analytical Senior Quality Analyst to structure and execute enrollment-related commercial processes, ensuring operational consistency and fluidity. Key Highlights: 1. Support the structuring and execution of commercial processes 2. Support the team's daily operations and proper use of the CRM 3. Monitor the quality of interactions and commercial customer service Would you like to help build a fairer and more solidarity-based society? **PUCPR**, part of the Marista Group, is seeking a Senior Quality Analyst with an organized, analytical, and hands-on profile to support the structuring and execution of commercial processes, ensuring consistency in enrollment operations (undergraduate and postgraduate). This person will support the team’s daily operations, ensuring proper CRM usage, workflow organization, and day-to-day operational fluidity. How about it? Does this opportunity match your profile? **Responsibilities and Duties** * Monitor the quality of commercial interactions (WhatsApp, calls, e\-mails), ensuring adherence to scripts, HSMs, and cadences; * Conduct recurring customer service audits, identifying deviations and improvement opportunities; * Evaluate the customer service quality delivered by Enrollment Room analysts, especially during final funnel stages, ensuring smooth resolution of operational and bureaucratic demands for student enrollment; * Support the development, review, and evolution of scripts, contact workflows, and commercial cadences; * Execute sales enablement initiatives, ensuring the team is prepared to perform at high quality; * Deliver operational training for consultants and analysts (tools, processes, and best conversion practices); * Track operational KPIs (response time, follow\-ups, contact rate, SLA, etc.); * Identify bottlenecks in commercial execution and support implementation of practical improvements; * Ensure correct usage of commercial tools (CRM, WhatsApp, dialers, etc.); * Support operations across different products/business units as needed; * Serve as the operational focal point for the AI used in commercial customer service; * Support curation and delivery of training content for the AI in coordination with the vendor; * Monitor AI response quality, identifying inconsistencies, gaps, and hallucinations; * Track AI usage volume, ensuring efficiency and consumption control; * Flag improvements to the automated journey, aligning AI with commercial strategy. **Requirements and Qualifications** **What You Need:** * Prior experience with CRM systems in commercial operations (lead management, sales funnel, cadences, and KPI tracking); * Experience training commercial teams, onboarding, or upskilling on tools and processes; * Experience with sales operational routines and performance tracking; * Analytical mindset with strong execution capability; * Organization, discipline, and attention to detail; Strong communication and teaching skills to guide and develop the team. * **What Would Be a Plus:** * Experience with Salesforce or similar tools; * Experience in omnichannel operations (WhatsApp, voice, e\-mail); * Experience operating AI in customer service contexts; * Experience in quality assurance (QA) monitoring for commercial or customer service teams. **Additional Information** **What You’ll Find Here:** * Unimed Health Plan: Co-payment model offering medical coverage and access to a high-quality accredited provider network * OdontoPrev Dental Plan: Nationwide coverage, with monthly premiums deducted from payroll * Education Incentive: Valuing professional and personal development of employees, with incentives for specialization, extension courses, language learning, and postgraduate studies at PUCPR * Meals at Bistrô Marista: On-site meals provided on workdays, with a symbolic payroll deduction * Quality of Life Program * Private Pension Plan * Life Insurance * Transportation Allowance * Free Parking * Wellhub (formerly Gympass): Access to various gyms with monthly membership fees deducted from payroll * Zenklub: Access to telehealth sessions with mental health specialists, including two free consultations per month * “Conte Comigo” Program: Multidisciplinary team available for social support, legal guidance (excluding labor-related matters), financial and retirement consulting * Benefits Club: Partnerships with companies across multiple sectors, offering special discounts on services and products **Working Hours:** Monday to Friday, from 10:00 AM to 7:24 PM. **Location:** PUCPR – Curitiba Campus If you wish to join a team that shapes tomorrow’s world, we’d love to meet you. Join us and **\#SejaMarista**. We are **PUCPR**, with a mission to educate citizens committed to life and societal progress. Our university comprises nearly 3,000 staff members — faculty and administrative professionals — with campuses in three cities in Paraná: Curitiba, Londrina, and Toledo, plus a unit in Florence (Italy), in partnership with Kent State University. In 2023 alone, we positively impacted over 38,000 students and awarded approximately 5,000 undergraduate scholarships. Our commitment is to **unite humanity and excellence** in building an **increasingly fair and solidarity-based society**, and this is what our employees experience daily — living a **career balanced with personal life**, making the world more humane. **We work for the common good**, and every small action is designed to positively impact thousands of lives — of those who care and are cared for, those who teach and grow. **Our relationships are strong, authentic, and value each individual for who they truly are**. Anchored by a **solid culture**, we find here the purpose that drives us every day. We belong to the Marista Group, which also includes the **Marista Center for Child and Adolescent Rights Protection (CMDI)**, committed to ensuring children’s and adolescents’ rights are prioritized by society; **FTD Publishing House**, delivering transformative educational solutions; **São Marcelino Champagnat Hospital**, providing holistic and integrated patient care; and **Cajuru University Hospital**, recognized for its humanitarian care. Would you like to join a team of people doing good? Check out our openings and apply! **Also check out other openings across our mission fronts:**