Analista de Qualidade em Atendimento

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Supervise and audit customer interactions across all channels (chat, email, phone, social media), ensuring compliance with quality and excellence standards.

• Evaluate the representative's behavior during customer interactions, generating insights regarding performance and identifying trends in errors and areas for improvement.

• Create structured feedback and action plans aimed at enhancing both individual and team performance in customer service.

• Track performance metrics and prepare reports for management, showcasing results and recommending enhancements.

• Assist in team training by updating training materials to ensure that all members are aware of and adhere to quality standards.

• Translate customer feedback into process and product improvements, strengthening the culture of quality and customer experience.

• Contribute to process enhancement by collaborating on the creation and updating of customer service procedures and scripts.

• Stay updated on the support tools and ensure that the team is utilizing them effectively.

⛳️ Requirements

• Bachelor's degree completed or in progress;

• Previous experience in quality monitoring within customer service (SAC, CX, CS, or related areas).

• Familiarity with customer service and monitoring tools (e.g., Zendesk, Intercom, Playvox, etc.).

• Understanding of data analysis and performance indicators.

• Experience in customer service and/or telemarketing (a plus);

• Experience in healthcare or telemedicine customer service (a plus).

🏝️ Benefits

• Competitive salary and performance bonuses.

• Opportunities for professional development and training.

• Flexible work schedule and remote work options.

• Health and wellness programs.