Mid-level Quality Analyst
Netbr
full-time
Posted on:
Location Type: Remote
Location: Brasil
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Tech Stack
About the role
- Monitor and evaluate the quality of customer service and services provided
- Track operational and quality metrics, such as SLA, response time, resolution time and recurrence
- Conduct audits of tickets, processes and operational workflows
- Identify deviations, operational risks and continuous improvement opportunities
- Support the definition, development and standardization of quality processes
- Prepare operational and executive quality reports and service health reports
- Collaborate with technical teams on incident analysis and service improvements
- Contribute to increased customer satisfaction, trust and overall customer experience
Requirements
- Bachelor's degree (in progress or completed) — bachelor or technologist — in Technology-related fields
- Previous experience in Quality, After-sales, Technical Support or Service Governance
- Experience monitoring indicators (SLA, KPIs, operational metrics)
- Analytical, organized and process-oriented profile
- Good communication skills and ability to interact with technical teams
- Preferred qualifications
- Experience at cybersecurity companies or in enterprise technology
- Experience in B2B corporate environments
- Knowledge of, or interest in working with, identity governance, access management and security control concepts
Benefits
- Comprehensive health insurance with no copayment (SulAmérica)
- Dental insurance (SulAmérica)
- Annual profit-sharing bonus (PLR) of up to 3 monthly salaries, based on performance evaluation
- Life insurance
- Gympass/WellHub
- Birthday day off
- Meal and food vouchers (total R$890.00 to be distributed between the two cards)
- Transportation voucher (if needed)
- Childcare assistance
- 50% monthly subsidy for English or Spanish lessons
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SLAKPIoperational metricsincident analysisquality processesauditsprocess workflowscustomer service metricsservice health reportscontinuous improvement
Soft Skills
analytical skillsorganizational skillsprocess-orientedcommunication skillscollaborationcustomer satisfaction focustrust buildinginterpersonal skills
Certifications
Bachelor's degree in Technology-related fields