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About the role
- Quality Analyst responsible for monitoring and evaluating customer service at Vivo Vita, providing feedback and training for continuous improvement. Collaborating with internal teams to ensure quality standards and compliance.
Responsibilities
- Monitor calls to assess the quality of service.
- Evaluate call monitoring results and ticket records in the system.
- Provide individual feedback to analysts to encourage continuous development.
- Identify training and refresher needs based on monitoring and performance indicators.
- Prepare, organize and deliver technical and behavioral training to the team.
- Maintain an up-to-date, organized document repository, ensuring standardization of information.
- Develop and implement motivational campaigns to engage and recognize the team.
- Support the manager in identifying and tracking internal talent for development plans.
- Prepare quality reports and KPIs, highlighting opportunities for improvement.
- Collaborate with internal teams to define and standardize processes related to Service Desk operations.
- Support internal and external audits, ensuring compliance with IT governance standards and best practices.
Requirements
- Education: Bachelor’s degree completed or in progress in Information Technology, Engineering, Business Administration or related fields.
- Knowledge of ITIL best practices (especially Incident, Problem and Change Management).
- Analytical skills, strong communication, proactivity and a critical mindset to propose service improvements.
Benefits
- Meal voucher (Pluxee Benefits);
- Medical and Dental insurance (extendable to dependents);
- Life insurance;
- Private pension plan;
- Exclusive Vivo offer with special discounts on landline, broadband, TV and apps;
- Dynamic, collaborative and innovative environment: to keep up with the market and continue innovating, our pace is fast and our learning curve is steep.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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