Kovi

Quality Analyst – I

Kovi

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

About the role

  • Monitor critical operational KPIs (CSAT, AHT (Average Handling Time), FCR, Service Level, etc.).
  • Familiarity with KPI dashboards, system reports (ACD/CRM), and Pareto diagrams to identify the most frequent issues.
  • Ensure the operational efficiency of the department.
  • Flow analysis (process mapping) and root cause analysis (RCA).
  • Present strategic insights and recommendations to leadership, highlighting market trends, improvement opportunities, and training gaps.
  • Monitor the use of departmental systems and tools (CRM, phone/chat software, etc.), ensuring team adherence to internal processes and procedures.
  • Monitoring forms (criterion: "System Use") and system log audits.
  • Escalation and complaint-handling protocols, and crisis communication protocols.
  • Actively participate in monitoring calibration meetings to align on evaluation criteria.
  • Calibration meeting minutes and standardized monitoring forms.
  • Monitor service interactions with a focus on ensuring the best customer experience.
  • Daily tracking of Quality dashboards (KPIs: CSAT, FCR, Error Rate).
  • Lead and participate in monitoring calibration sessions.
  • Manage and update monitoring forms/criteria (scorecards).
  • Monitor team adherence to systems and processes.
  • Present strategic reports and insights to drive improvements in service delivery and related indicators.
  • Conduct root cause analysis (RCA) for recurring issues.
  • Provide structured feedback based on monitoring.

Requirements

  • Understanding of customer service best practices.
  • Experience with support tools (e.g., Zendesk and NBS).
  • Proficient in Microsoft Office / Google Workspace (emphasis on spreadsheets).
  • Desirable knowledge of spreadsheets and customer service monitoring tools.
  • Ability to analyze metrics and KPIs (report creation and trend identification).
  • Knowledge and application of quality monitoring and management tools.
  • Familiarity with PDCA (Plan-Do-Check-Act) is desirable.
  • Familiarity with 5W2H, SWOT analysis, or Pareto diagrams is desirable.
Benefits
  • Life Insurance: To take care of our greatest asset: our Kovers.
  • Health Plan: It's important to take care of yourself and be well.
  • Dental Plan: So you can keep that great smile!
  • Flash Card: Your meal and/or food allowance on a single card! After all, as the saying goes: "you can't function on an empty stomach."
  • Partnership with SESC: Eligibility for the benefit after 90 days of employment.
  • Transport voucher or fuel allowance: The choice of how you commute is yours.
  • Support for parents: Daycare subsidy, extended maternity leave of 180 days, and extended paternity leave of 20 days.
  • Wellhub: All Kovers are entitled to exercise with part of the cost subsidized by Kovi.
  • Kovenção: The company-wide meeting where Kovi leadership shares business updates so everyone stays informed.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
KPI monitoringroot cause analysisprocess mappingreport creationtrend identificationquality monitoringcustomer service best practicesdata analysisPareto diagrams5W2H
Soft skills
strategic insightscommunicationproblem-solvingteam collaborationfeedback provisionleadershiporganizational skillsadaptabilitycustomer experience focuscrisis communication