Quality Supervisor, Sales

Banco Mercantil

Supervisor(a) de Qualidade em vendas liderando equipe e garantindo a qualidade dos processos de vendas. Oportunidade em empresa financeira dinâmica em Belo Horizonte.

Posted 7/8/2026full-timeBelo Horizonte • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead the Quality team, fostering analyst development through feedback, training and performance monitoring.
Ensure the quality of sales processes, guaranteeing adherence to internal policies, regulatory standards and guidelines from authorities such as the Central Bank (BACEN), Febraban and the General Data Protection Law (LGPD).
Develop and refine quality assessment criteria for sales, including scripts, customer journeys and service standards.
Monitor quality, conversion and customer experience metrics, identify root causes, propose improvements and track the effectiveness of action plans.
Ensure commercial approaches are conducted ethically, transparently and aligned with the customer profile, ensuring compliance with suitability principles.
Work closely with management to define and implement continuous improvement strategies, balancing commercial performance, operational quality and customer experience.

Requirements

What you’ll need

Bachelor's degree in Industrial Engineering, Business Administration, Project Management, Quality Management, Engineering or related fields.
Solid experience leading Quality teams, Quality Monitoring, Sales Process Quality and Continuous Improvement projects.
Experience in financial institutions, retail, insurance, healthcare or large companies, preferably in customer service, shared services centers (CSC), operations or quality areas.
Knowledge of operational metrics, process management and cross-functional collaboration.
Advanced Excel and PowerPoint skills.
Proficiency in continuous improvement and quality methodologies and tools such as PDCA, Kaizen, Ishikawa, GUT Matrix and similar.
Would stand out if you have:
Knowledge of banking products.
Lean Six Sigma certification (Green Belt or Black Belt).

Benefits

Comp & perks

Meal and food allowances (If preferred, both amounts can be combined onto a single food card)
Health insurance
Dental plan
Childcare assistance
Life insurance
Private pension
Wellhub
Mercantil Development Academy
Profit Sharing (PLR)
All positions are also open to candidates with disabilities.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Quality MonitoringProcess ManagementOperational MetricsQuality Assessment CriteriaCustomer Experience MetricsPDCAKaizenIshikawaGUT MatrixSales Scripts Development

Soft Skills

Analyst DevelopmentFeedback and TrainingCross-Functional CollaborationEthical Commercial ApproachesPerformance Monitoring

Certifications

Lean Six Sigma Green BeltLean Six Sigma Black Belt