Key Performance Indicators and Business Growth We are seeking a skilled Quality Auditor to join our team. As a Quality Auditor, you will play a key role in performing quality checks by reviewing customer service contacts and providing detailed feedback to enhance agent performance. The ideal candidate will have a strong understanding of customer service processes and tools, as well as experience with quality assurance. You will be responsible for identifying development areas to support your progression and that of Advisors in their day-to-day responsibilities. This is an excellent opportunity to drive business growth and improve customer satisfaction. Main Responsibilities: - Perform weekly audits on customer service interactions. - Provide detailed feedback to agents, highlighting strengths and opportunities for improvement. - Share agent performance trends and actionable insights with frontline Supervisors, recommending coaching and training needs. - Identify and escalate business process gaps for further root cause analysis. Preferred Skills and Qualifications: - Advanced level of Portuguese (C1). - Upper-intermediate level of English (B2). - Outstanding customer service skills with a passion for delivering excellence. - Strong knowledge of customer service policies, procedures, and best practices. - Exceptional attention to detail, ensuring accuracy and quality in all tasks. - Excellent organisational, prioritisation, and planning abilities to manage workloads effectively. - Self-motivated, with the ability to perform efficiently under pressure and meet deadlines. - Adaptability to ambiguity, with a proactive approach to handling change. - Strong communication skills, enabling effective engagement across various levels of the operation. - Proven ability to conduct deep dives into performance data to identify gaps in agent performance and processes. Benefits: - Competitive salary package. - Opportunities for career advancement. - Collaborative and dynamic work environment. - Continuous learning and professional development opportunities. Others: - Work-life balance. - Career development opportunities. This is a challenging but rewarding role that offers the opportunity to make a real impact on our business. ],