Operations Coordinator

Quality Digital

Coordenador de Operações coordinating support teams and managing client relations at Quality Digital. Focusing on operational efficiency and team development.

Posted 6/29/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Will supervise the support teams' service delivery, leading the Service Desk team;
Manage relationships with partners, clients and other departments related to operations;
Map and present KPIs;
Propose and execute action plans to resolve issues and improve quality KPIs;
Coordinate teams based on the organization's strategies, values and guidelines, focusing on results and promoting the enhancement of the team's technical and behavioral skills;
Propose improvements and optimizations based on market trends and new technologies;
Coordinate N1 and N2 support teams, ensuring proper distribution of tickets and requests;
Monitor performance indicators daily (SLA, AHT – Average Handling Time, backlog, recurrence rates, among others);
Ensure correct prioritization of incidents and requests according to criticality and business impact;
Validate and supervise technical support activities, ensuring quality and adherence to procedures;
Monitor individual and team performance;
Provide regular feedback and development plans;
Identify technical and behavioral training needs;
Support onboarding of new employees and continuous technical training for the team;
Review and keep Standard Operating Procedures (SOPs) and the knowledge base up to date;
Implement improvements in service workflows and ticket management tools;
Ensure efficient communication between support levels (N1, N2 and N3) and other IT areas;
Support audits and compliance reviews with internal policies and information security standards;
Act as the technical and operational focal point with the client;
Participate in alignment meetings and SLA review committees;
Report metrics, deviations and corrective action plans;
Manage work schedules, vacation planning and on-call coverage;
Support control of overtime, operational costs and billing;
Ensure compliance with internal and contractual policies.

Requirements

What you’ll need

Bachelor's degree completed or in progress in Computer Science, Information Systems, Systems Analysis and Development or related fields;
Experience managing teams;
Basic knowledge of networking, Cloud and project management;
Technical knowledge of Operating Systems and Microsoft Power BI.

Benefits

Comp & perks

Meal and/or food voucher to cover grocery and meal expenses
Medical and dental insurance to support your and your family’s health
Pharmacy partnerships for discounts on medications
Childcare allowance according to current policy
Partnership with SESC for a variety of cultural and leisure programs
Partnerships for language studies, technology training and course platforms
Payroll-deductible loan with attractive rates plus a financial education program
Corporate University and learning paths with diverse content on technology, soft skills, market trends and more
Employee referral program with potential rewards and bonuses
Group life insurance

ATS Keywords

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Hard Skills & Tools

NetworkingCloudProject ManagementOperating SystemsMicrosoft Power BI

Soft Skills

LeadershipCommunicationFeedback ProvisionTraining Needs Identification