Mid-level Quality Analyst – Internal Auditor
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)
- Map, review, and document processes in IT service areas
- Develop and monitor performance indicators (KPIs and SLAs)
- Conduct internal process and quality audits
- Support the creation of management reports and performance dashboards
- Investigate process and service failures
- Participate in continuous improvement projects
- Support the standardization of documents, policies, and operational procedures
Requirements
- Bachelor's degree in Business Administration, Information Technology, or a related field
- Ability to analyze performance indicators (SLA, backlog, average handling/response time)
- Intermediate or advanced Excel
- 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 management of corrective and preventive actions
Benefits
- Flexible working arrangements
- Professional development
- SONDA Academy
- SONDA Wellness
- Collaborative, diverse, and innovative environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance indicatorsKPIsSLAsExcelISO 9000ISO/IEC 20000continuous improvement methodologiesinternal auditscorrective actionspreventive actions
Soft Skills
analytical skillsprocess mappingdocumentationquality auditingproblem-solvingcontinuous improvementattention to detailreportingcommunicationcollaboration