Senior Quality Analyst

Tahto

. Monitor and control the daily and consolidated set of KPIs.

Posted 3/28/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Monitor and control the daily and consolidated set of KPIs.
Prepare results presentations for Operations and clients.
Collaborate with Process and Planning teams (local) to clarify questions and align actions.
Analyze and review indicator and process reports to identify improvement opportunities.
Analyze KPIs for FCR, disconnected calls, and transfers.
Monitor and track feedback applications, updating Offender, Recording, and Service Complaint reports.
Interface with Process, Project and IT teams.
Record and follow up on requests to update procedures.
Test and validate projects, simulators and new processes.
Develop and deliver procedural refreshers to Supervisors and Agents.
Monitor new training cohorts and learning curves.
Support team development (provide feedback to Supervisors and Assistants) and report issues to Coordinators.
Prepare updates to the call qualifier tree (QA).
Analyze critical failures and complaints, and provide feedback on actions taken.
Perform other duties related to the role.

Requirements

What you’ll need

Education level compatible with the intended position. (See “Annex I - Career Guide” in the Compensation policy)
Not currently participating in another selection process.
For Group A: must not have declined a promotion in the last 3 months.
Must not have been rejected for the same position in the last 30 days.
Meet the minimum required time in the role and since hire, in accordance with the Compensation policy.
For operational positions:
- No disciplinary measures (warning/suspension) in the last 4 months.
- Be in the Diamond, Gold, or Silver groups for the last three closed months (excluding the current and previous month).
For management positions: must not have received a suspension in the last year.
🔎 Reminder: updating your registration in DAP, especially your education level, is the responsibility of the employee.

Benefits

Comp & perks

Childcare assistance for children up to 5 years old.
Special Needs Child Allowance - no age limit.
Health and dental plans.
Life insurance.
Transportation voucher.
Meal and/or grocery allowance.
PPR - Results Participation Program (Performance Bonus).
Wellhub (Wellness platform).
Partnerships with various companies (educational institutions, language schools, and others).

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

KPI analysisprocess improvementdata analysisproject validationprocedure developmenttraining deliveryfeedback trackingreport preparationcall quality assessmentperformance monitoring

Soft Skills

collaborationcommunicationteam developmentproblem-solvingorganizational skillsfeedback provisionpresentation skillsadaptabilityattention to detailcritical thinking