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Mid-level Quality Analyst
Location
Brazil
Posted
78 days ago
Salary
0
Seniority
Senior
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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