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Mid-level Quality Analyst

AnalystAnalystFull TimeRemoteSeniorTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

Brazil

Posted

78 days ago

Salary

0

Seniority

Senior

Bachelor DegreePortugueseCyber Security

Job Description

Mid-level Quality Analyst

Netbr

• Monitor and evaluate the quality of customer service and services provided • Track operational and quality metrics, such as SLA, response time, resolution time and recurrence • Conduct audits of tickets, processes and operational workflows • Identify deviations, operational risks and continuous improvement opportunities • Support the definition, development and standardization of quality processes • Prepare operational and executive quality reports and service health reports • Collaborate with technical teams on incident analysis and service improvements • Contribute to increased customer satisfaction, trust and overall customer experience

Job Requirements

  • Bachelor's degree (in progress or completed) — bachelor or technologist — in Technology-related fields
  • Previous experience in Quality, After-sales, Technical Support or Service Governance
  • Experience monitoring indicators (SLA, KPIs, operational metrics)
  • Analytical, organized and process-oriented profile
  • Good communication skills and ability to interact with technical teams
  • Preferred qualifications
  • Experience at cybersecurity companies or in enterprise technology
  • Experience in B2B corporate environments
  • Knowledge of, or interest in working with, identity governance, access management and security control concepts

Benefits

  • Comprehensive health insurance with no copayment (SulAmérica)
  • Dental insurance (SulAmérica)
  • Annual profit-sharing bonus (PLR) of up to 3 monthly salaries, based on performance evaluation
  • Life insurance
  • Gympass/WellHub
  • Birthday day off
  • Meal and food vouchers (total R$890.00 to be distributed between the two cards)
  • Transportation voucher (if needed)
  • Childcare assistance
  • 50% monthly subsidy for English or Spanish lessons

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