Tahto

Senior Quality Analyst

Tahto

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • 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

  • 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
  • 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).
Applicant Tracking System Keywords

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

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