CallCenterNinjaQuality is what transforms good work into excellence.
If you’re passionate about driving improvement, ensuring standards, and helping teams deliver their best, this could be your next big step.
Ask yourself:
If you answered yes, keep reading!
We’re excited to announce an opportunity for a Senior Associate - Quality Assurance role. This position offers the chance to lead by example, inspire growth, and elevate performance to the next level.
We are seeking a highly motivated Senior Associate - Quality Assurance to join our team. In this role, you will be responsible for enhancing our customer experience initiatives, analyzing customer feedback, and implementing strategies to improve overall customer satisfaction.
Your main tasks:
Monitor transactions to identify quality opportunities and drive continual performance improvements.
Provide feedback to team members, client, and leadership.
Be up to date with all processes and changes and share best practices with the team.
Do root cause analyzes of verbatim and customers’ surveys.
Participate in client and internal calibrations.
Perform trainings for new hires, refreshers, upskilling, provide coaching and feedback sessions, lead workshops and huddles.
Join pilots, working groups, round tables with clients and vendors.
Be ready and open to share your ideas and feedback directly.
Can ensure weekend coverage (in rotation).
Our requirements:
Fluency in Portuguese and English at level B2 or higher.
Be enthusiastic and eager to learn.
Enjoy working in a dynamic environment and be flexible to change.
Any experience with Google Docs, Sheets and Deck and related Google programs is a plus.
Possess analytical thinking and be keen on working with data.
QA support expertise is an advantage.
What we offer: