What you can expect

Maintain independence and objectivity while evaluating and assessing OCEs quality performance. Ensuring independence in Quality Assurance (QA) evaluations of Operations Customer Experts is crucial to maintaining fairness, accuracy, and credibility. Independence means that QA analysts evaluate OCE performance objectively, free from personal biases or external influences, by adhering to the following principles:

What you'll do

• Apply the BEST QM Requirements;
• Findings/identification that allow the improvement of OCEs and operational results;
• Identify risks in the projects and suggest ways of internal control to mitigate the associated risks;
• Provide valuable information about the project to the Quality Assurance Assistance Manager;
• Deliver productivity;
• Identify training needs;
• Reporting of nonconforming situations;
• May perform other duties as requested not specifically addressed in this document.

What you'll need

• Fluency in written and spoken English is essential for this role;
• At least two years on contact center and shared services and/or related industries;
• Higher Education Degree (preferential);
• Excellent written and verbal communication skills with the ability to deliver clear messages;
• Strong attention to detail to ensure information is complete and accurate;
• Jump! Program (preferential in case of an internal promotion).

Benefits

• Health Insurance from the moment you join our team;
• Enjoy daily free healthy meals in our cafeterias, including soup, bread, salads and fruit;
• Access language courses, sport activities and social events;
• Grow with us through our initial and continuous training and personal development;
• Easy public transport access to our offices.