Quality Consultant – Contact Center

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

📋 Description

• Assesses the quality of service, regulatory adherence, and compliance with established procedures regarding customer interactions.

• Analyzes the potential consequences of errors on customer experiences and the management of their individual journeys.

• Contributes to benchmark audits and focused reviews.

• Identifies trends and suggests priority action items crucial for enhancing customer experience and management.

• Collaborates with leadership to determine specific audit requirements for various sites or teams.

• Operates autonomously to conduct audits based on the defined scope, analyzes results, prepares audit summary reports, and communicates findings to local leaders.

• Consults with the business to pinpoint key opportunities and recommends actions to enhance work quality and business outcomes.

• Frequently collaborates with business leadership during meetings and calibration sessions to provide insights and recommendations, including necessary communications.

• Offers technical support to the business regarding auditing tools and other relevant technologies, and provides feedback on audits conducted by supervisors and other reviewers.

• May take on the role of team audit lead on a rotational basis.

• Collects and organizes essential data, communicates expectations to colleagues, and coordinates internal calibrations and re-audits.

• Analyzes audit data and compiles summary reports for distribution to leadership.

• Engages in audit closing conferences with leadership.

• Conducts secondary reviews of peer audits to ensure consistency in work quality.

• Assists the Compliance team with targeted reviews.

• Trains new team members and mentors potential successors. Performs additional duties as assigned.

⛳️ Requirements

• A high school diploma or equivalent is required; a Bachelor’s degree is preferred.

• 1-3 years of experience in claims or contact center environments.

• Previous experience in Quality and Call Center roles.

• Proficiency in English is essential.

• Desirable: Experience in a Performance Coach or similar role is preferred.

• Desirable: Experience in a supervisory or team lead capacity is preferred.

🏝️ Benefits

• Competitive salary along with performance-based bonuses.

• Comprehensive benefits package, including grocery vouchers, savings funds, SGMM, etc.

• Opportunities for career development and training.

• A dynamic and inclusive work culture within a globally recognized organization.

• Private health insurance.

• Pension plan.

• Paid time off.

• Training and development opportunities.