[Hiring] Quality Analyst @5Ccompany

Role Description

Responsible for monitoring, evaluating, and ensuring that interactions adhere to quality standards, internal processes, contractual requirements, and regulatory guidelines. This role identifies deviations, analyzes root causes, and recommends improvements, contributing to operational excellence, customer satisfaction, and risk mitigation.

• Conduct quality monitoring of fan chat interactions.
• Apply evaluation criteria defined by internal processes, as well as client and model requirements.
• Identify non-conformities, record deviations, and propose action plans for improvement.
• Deliver feedback sessions to promoters and operational leadership when necessary.
• Participate in internal and external calibration sessions to ensure alignment on quality criteria.
• Prepare quality reports and analyses, providing insights and recommendations to the operation.
• Ensure adherence to operational, regulatory, and contractual standards.
• Monitor key performance indicators (KPIs) and work with the operations team to implement corrective actions when required.
• Contribute to process improvement, customer experience (CX) management, and operational risk mitigation by promoting improvement initiatives based on results.
• Analyze quality indicators and drive action plans to support continuous improvement.
• Act as a facilitator for operational process enhancements.
• Foster an organizational culture focused on high performance, efficiency, and customer centricity.
• Serve as a strategic partner to operational teams, providing inputs, qualitative studies, and insights to support decision-making.
• Collect, organize, and analyze quality data, identifying trends, patterns, and deviations.
• Support the training and development of operational and support teams in quality practices.
• Ensure integrity, reliability, and availability of operational data.
• Contribute to presenting quality results in internal meetings and with clients.
• Interpret quality indicators, identify deviations, and lead corrective and preventive action plans.
• Process Development: Map, design, review, and optimize operational processes.
• Lead quality forums and governance meetings with internal and external clients, presenting results, risks, and improvement plans.

Qualifications

• Bachelor’s degree completed or in progress in Business Administration, Processes Management, Communication, Quality Management, Engineering, or related fields.
• Experience in Quality for Customer Service or related areas.
• Fluent English (C1).

Requirements

• COPC, Lean Six Sigma (Yellow Belt), Agile methodologies (Scrum, Kanban), and CX frameworks (NPS, CSAT, Customer Journey Mapping) - preferred, but not required.

Key Competencies

• Multichannel quality monitoring
• Data analysis and performance indicators
• Application of continuous improvement methodologies (Lean, Six Sigma, COPC)
• Risk management and compliance
• Process mapping and improvement
• Data interpretation and report development
• Excellent communication skills, both written and verbal
• Strong interpersonal skills and teamwork
• Flexibility
• Organization and creativity

Working Conditions

• Work Model: Remote (Home Office).
• Work Schedule (5x2): The position follows a 5x2 schedule — five consecutive workdays followed by two days off. Each shift includes an 8-hour workday (plus breaks).
• Available Shifts (Brasília Time – BRT): 8 p.m to 17 a.m BRT
• Fixed Salary: USD $700/month.
• Benefits: Wellhub.