Gabardo & Terra Advogados Associados

Collections

• Quality Monitoring: Listen to and evaluate interactions (calls, chats, emails) from the Collections team, ensuring adherence to scripts, policies, and regulatory standards.
• Analysis and Feedback: Identify performance gaps, analyze quality and collections KPIs, and provide constructive feedback and individualized action plans.
• Development and Training: Design, deliver, and follow up on technical (systems, products, legislation) and behavioral (negotiation, communication, empathy) training focused on maximizing recovery and improving the customer experience.
• Material Development: Create manuals, guides, and instructional materials to support the Collections team.
• Calibration: Conduct quality calibration sessions with leadership to standardize evaluation criteria.
• Continuous Improvement: Propose and implement improvements to collections processes, scripts, and tools based on quality analyses.

Quality and Training Analyst – Collections

General Counsel

• Litigation and advisory work on a portfolio of active and passive banking law claims, defending the interests of a financial institution.
• Drafting legal opinions
• Responding to legal inquiries
• Drafting and filing court pleadings
• Case monitoring and procedural follow-up
• Managing communications and orders in judges' chambers and at courts
• Attending hearings
• Preparing reports.

Quality and Training Analyst – Collections

Junior Lawyer – Banking Law, Real Estate Lending