SONDA

Mid-level Quality Analyst

SONDA

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Support the implementation and maintenance of the Integrated Management System (IMS), covering internal standards and policies (e.g., ISO 9000 and ISO/IEC 20000, among other certifications);
  • Map, review and document processes across IT service areas (Support, Infrastructure, Development, Projects, etc.);
  • Develop and monitor performance indicators (KPIs and SLAs), proposing corrective and preventive actions for identified deviations;
  • Conduct internal process and quality audits, record nonconformities and improvement opportunities, and monitor/support action plans;
  • Support the creation of management reports and performance dashboards (Power BI, Excel and analytics from internal tools);
  • Investigate process and service failures using root cause analysis methodologies (5 Whys, Ishikawa);
  • Participate in continuous improvement projects, applying Lean, Kaizen or Six Sigma concepts;
  • Support the standardization of documents, policies and operational procedures across business areas;
  • Promote a culture of quality and continuous improvement within teams.

Requirements

  • Bachelor's degree completed in Business Administration, Information Technology or related fields;
  • Ability to analyze performance indicators (SLA, backlog, average handling/response time);
  • Intermediate or advanced Excel skills;
  • Basic knowledge of ISO 9000 and ISO/IEC 20000 and continuous improvement methodologies (PDCA);
  • Familiarity with ISO/IEC 20000 is desirable;
  • Experience with internal audits and managing corrective and preventive actions.
Benefits
  • Flexible working arrangements to help maintain work–life balance.
  • Professional development and ongoing skill growth aligned with your interests.
  • A collaborative, diverse and innovative environment that encourages teamwork.
  • SONDA Academy: a learning platform designed to maximize your professional development.
  • SONDA Wellness: a program that supports work–life balance through initiatives focused on physical, mental and social well‑being.
  • Hybrid work model: 40% remote (home office).
  • Commitment to diversity and inclusion.

Applicant Tracking System Keywords

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

Hard skills
performance indicatorsKPIsSLAsroot cause analysisLeanKaizenSix Sigmainternal auditscorrective actionspreventive actions
Soft skills
analytical skillsattention to detailproblem-solvingcommunicationteam collaborationprocess improvementquality assuranceorganizational skillsreportingdocumentation