Grupo Otimiza

Analyst

• Support the preparation, review, updating and control of IMS (Integrated Management System) documents, including procedures, work instructions, forms and records;
• Assist in the control of documented information, ensuring organization, updates and availability of documents according to established standards;
• Support the monitoring of the department’s performance indicators, performing updates, data consolidation and issuance of operational reports;
• Monitor records of non-conformities, corrective actions and opportunities for improvement, tracking deadlines and evidence of remediation;
• Support internal audits and related follow-ups, organizing required documents, evidence and records;
• Conduct monitoring and auditing of tickets and service interactions, verifying adherence to processes, quality of recorded information and compliance with established deadlines;
• Support monitoring of client satisfaction regarding services provided, contributing to identification of process improvements;
• Assist operational areas in process standardization and quality-related guidance;
• Assist in preparing and updating knowledge base content to standardize and improve available information;
• Support operational analyses related to failures, recurrences and process deviations, contributing to identification of improvements;
• Participate in trainings, meetings and activities related to quality and continuous improvement;
• Perform tasks according to leadership guidance, respecting the organization’s internal policies, procedures and guidelines;
• Stay updated on processes, procedures and practices related to your area of work;
• Perform other duties related to the role as required by the department.

Junior Quality Analyst

Support Engineer

• User support: Respond to technical support requests via phone, email, WhatsApp and online chat. Resolve simple issues, help users understand how to use software, or provide basic guidance on settings.
• Technical troubleshooting: Diagnose and resolve hardware and software issues on computers, mobile devices and other technology equipment. This may include identifying and fixing software errors, faulty network connections or hardware failures.
• Hardware and software installation and configuration: Assist with the installation and configuration of cameras and new IT equipment such as computers, routers, operating systems and applications. This may involve following standard procedures or specific instructions provided by systems administrators or infrastructure specialists.
• Network support: Configure and troubleshoot basic local area network (LAN) issues, including wired and wireless connections, IP address configuration, connectivity troubleshooting and network diagnostics.
• Documentation and incident logging: Maintain accurate records of all support interactions, including details of the issues encountered, solutions applied and any additional actions required.
• User training: Provide basic training to users on how to use hardware and software effectively and securely.

Junior Quality Analyst

Junior Support Technician – PWD