Quality Analyst II - Customer Relationship Center CRC (ALSO ACCESSIBLE FOR PEOPLE WITH DISABILITIES)

We are looking for professionals with experience in Customer Service Quality Monitoring to join our Team of Eagles. If you seek challenges and an inclusive, diverse, and stimulating environment, this is the right opportunity to take off in your career!

Mission: To ensure that interactions with customers meet the highest standards of excellence and compliance, in addition to conducting in-depth studies of the main contact reasons and root cause analysis. You will also be responsible for evaluating calls, identifying improvement opportunities, and implementing corrective and preventive actions to ensure customer satisfaction and operational efficiency.

Responsibilities and duties

The challenges awaiting you at your next destination are:

• Monitor and analyze quality and service indicators, identifying trends, deviations, patterns, and improvement opportunities;
• Perform root cause analysis on the main contact reasons and quality deviations, proposing action plans for correction and prevention;
• Conduct audits and evaluations of service interactions, ensuring adherence to established processes, policies, procedures, and quality standards;
• Consolidate and analyze quality and performance data, transforming information into insights and recommendations for decision-making;
• Prepare reports and management presentations, highlighting results, risks, opportunities, and action plans;
• Monitor the implementation and effectiveness of action plans, ensuring the evolution of quality indicators;
• Act in partnership with the Customer Service, Operations, and other involved areas in identifying and resolving problems;
• Identify improvement opportunities in the customer journey and experience based on evaluations, data, feedback, and contact reasons;
• Participate in and lead continuous improvement initiatives, applying methodologies such as Lean, Six Sigma, and process analysis;
• Develop and propose solutions to improve service processes, seeking greater operational efficiency and quality in the customer experience;
• Ensure the organization and consistency of information and databases used in quality analyses;
• Support the dissemination of best practices and learnings for the continuous evolution of processes and service quality.

Requirements and qualifications

These must be in your background:

• Completed higher education in Engineering, Administration, Quality Management, Marketing, or related areas;
• Experience in Quality and Customer Service Monitoring;
• Experience with indicator analysis, identification of deviations, and root cause analysis;
• Knowledge of Continuous Improvement methodologies, such as PDCA, 5W2H, Lean, and Six Sigma;
• Knowledge of quality tools, such as Ishikawa Diagram, Pareto, Flowchart, Histogram, and Control Chart;
• Lean Six Sigma Green Belt certification will be considered a differentiator;
• Knowledge in data analysis and interpretation for generating insights and action plans;
• Intermediate/advanced English;
• Good verbal and written communication;
• Analytical, critical, and results-oriented profile;
• Ability to act collaboratively with different areas and stakeholders;
• Organization and autonomy for conducting and monitoring projects and action plans.

Additional information

Here, you fly higher with the Travel Benefit, which allows you to issue national and international air tickets with special discounts for you, family, and friends.

And we cannot forget the Benefits:

• Health insurance;
• Dental insurance;
• Group life insurance;
• Meal voucher;
• Food voucher;
• Transportation voucher;
• PPR;
• Wellhub or Totalpass;
• Partnership club with hundreds of affiliated companies;
• Birthday day off.

Important Information:

• Work Location: CRC - Granja Julieta.
• Schedule: 8h-17h55.
• Work Model: Hybrid 4x1 (Monday to Thursday - On-site / Friday - Home Office).

If you identify with our Way, apply now and become part of the Team of Eagles! Come take off with us!