Quality Coordinator, Customer Experience

Not provided.

Posted 4/28/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Key responsibilities & impact

Coordinate the area's routines, ensuring the execution of activities related to service quality and customer experience.
Monitor and analyze performance indicators (quality and experience), supporting the identification of deviations and improvement opportunities.
Ensure the execution of monitoring, audits and quality controls, ensuring adherence to established standards and processes.
Support the mapping and updating of the customer journey, identifying points of improvement in processes and interactions.
Lead and follow up on action plans aimed at the continuous improvement of services and the customer experience.
Work together with internal teams (Operations, Sales, IT, among others), contributing to the alignment of processes that impact the customer.
Guide and supervise the team in the execution of activities, distributing tasks, supporting development and ensuring the quality of deliverables.
Support the preparation of reports and the tracking of the area's results.
Contribute to the dissemination of best practices and a culture focused on quality and the customer.

What you’ll need

Education and Experience:
Bachelor's degree in Administration, Marketing, Management or related fields.
Required technical skills:
Knowledge of customer service processes and quality monitoring;
Familiarity with performance metrics (NPS, CSAT, productivity, among others);
Knowledge of process improvement (PDCA, flowcharts or similar);
Experience with data visualization tools for tracking metrics and supporting decision-making;
Intermediate Excel (advanced desirable)
Knowledge and skills:
Systems thinking
Planning
Innovation
Leadership
Written communication

Comp & perks

Meal voucher and/or food allowance that meets your needs;
Health insurance with co-payment;
Dental care with two plan options to choose from;
Life insurance;
Transportation allowance;
Birthday credit loaded to your Caju card to use as you wish;
Capacita — exclusive training platform for our employees;
Profit-sharing (PLR);
Office breakfast with fruit and snack options;
Wellness and quality of life program (psychological, financial, social and legal support for you and your dependents);
Hybrid work model;
Dr Hoje (free telemedicine for you and your dependents);
Travel Club — to plan your vacation trips;
Totalpass — gym membership network with attractive rates across the country;
Perks club — discounts with various exclusive partners;
Welcome kit for your baby.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service processesquality monitoringperformance metricsNPSCSATproductivityprocess improvementPDCAdata visualization toolsExcel

Soft Skills

systems thinkingplanninginnovationleadershipwritten communication

Certifications

Bachelor's degree in AdministrationBachelor's degree in MarketingBachelor's degree in Management