Analista de Qualidade e Treinamento - Junior
Core
Monitor and diagnose customer service interactions (voice, email, webchat) to drive educational actions and team development.
Role type
Junior Quality Analyst and Training Facilitator
Builds
Knowledge pílulas, technical refreshers, and onboarding programs for customer service teams
Domain
Customer Service Operations / Quality Assurance
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Quality audit, training facilitation, root cause analysis (Pareto, Ishikawa, 5 Whys), process improvement
Preferred skills
Salesforce (CRM), Google Sheets (formulas, dynamic tables, charts)
Responsibilities
Evaluate customer service interactions (voice, email, webchat) to identify improvement opportunities; Create knowledge pílulas, quizzes, and conduct technical refreshers; Facilitate onboarding classes for new hires; Align quality criteria with leadership and suggest knowledge base updates
