Quality & Process Improvement Analyst

Há 2 dias


Ituiutaba, Brasil Draiver Tempo inteiro

We are seeking a Quality & Process Improvement Lead to join our Support Operations team. This role will be pivotal in driving the transformation of our Support team from L1 to L2 capabilities , ensuring higher autonomy, reduced escalations, and consistently excellent customer experiences.You will lead the quality strategy , build frameworks that raise the bar for service delivery, and design processes that allow the team to handle increasingly complex cases. The ideal candidate combines strong analytical skills with a passion for continuous improvement and a hands-on approach to implementing change.Key ResponsibilitiesLead the quality strategy for the Support team, aligning processes and standards with the goal of transforming the team from L1 to L2 capabilities.Develop and maintain quality frameworks , including audit guidelines, evaluation criteria, and QA scorecards.Design, update, and optimize Support process playbooks , enabling the team to resolve complex cases while minimizing unnecessary escalations to ClientOps, Tech, and Finance.Monitor and analyze quality data across all channels , conducting deep dives to identify trends, recurring issues, and improvement opportunities.Drive process improvement projects targeting Contact Rate reduction, SLA compliance, increased First Contact Resolution (FCR), and higher CSAT.Lead change management initiatives , ensuring new processes and standards are adopted effectively by the Support team.Partner with Support leadership to align quality insights with training, coaching, and workforce development.RequirementsBachelor's degree in Business, Operations, Engineering, or related field.4+ years of experience in Quality, Process Improvement, or Operations within Support/Customer Service environments.Proven experience building QA frameworks and running quality programs.Strong process optimization skills (experience with Lean, Six Sigma, or similar methodologies is a plus).Solid analytical capabilities with ability to use data to influence decisions and priorities.Excellent communication and facilitation skills; able to gain buy-in from leadership and frontline teams.Hands-on mindset: able to design, document, and implement process improvements directly.Nice to HaveExperience in a fast-paced, 24/7 operations environment.Experience managing CRM/Support platforms is a plus.Prior leadership experience (leading QA/process specialists or analysts).Spanish is a plus.



  • Ituiutaba, Brasil Dtx Aerospace Tempo inteiro

    About us: DTX Aerospace is a leading company in the aerospace industry. Known for its innovative approach and cutting-edge technology, the company specializes in the design, manufacture, and maintenance of Landing Gears. With a strong focus on quality and safety, we have established ourselves as a trusted partner to many major airlines and military...


  • Ituiutaba, Brasil Draiver Tempo inteiro

    About DraiverDraiver is a global leader in mobility, transforming fleet management through innovative technology, data, and operational excellence.With a rapidly expanding international presence, we deliver smart solutions that connect drivers, businesses, and customers in a more efficient, safe, and scalable way. Our mission is tooptimize operations, drive...


  • Ituiutaba, Brasil Bebeeverification Tempo inteiro

    Translation Quality Assurance SpecialistA strategic role focused on document verification and content validation.This is a fully remote position that requires attention to detail, fluency in English, and excellent communication skills.Verify translations for quality and consistency.Collaborate with the project management team to ensure accurate...

  • Data Analyst

    1 semana atrás


    Ituiutaba, Brasil Georgiatek Systems Inc. Tempo inteiro

    We are looking for a Data Analyst with solid experience in statistics and data quality. This professional will be responsible for validating, certifying, and critically analyzing data—from raw sources to analytical models—to support strategic decision-making. ________________________________________ Key Responsibilities • Ensure data integrity through...


  • Ituiutaba, Brasil Guerbet Tempo inteiro

    We are a global leader in medical imaging, offering an extensive portfolio of pharmaceuticals, medical devices, digital and AI solutions, for diagnostic and interventional imaging.As a pioneer in the field of contrast products since the last 100 years, we continuously innovate to improve the diagnosis, prognosis and quality of life of patients.Customer...


  • Ituiutaba, Brasil Tata Consultancy Services Tempo inteiro

    Venha para uma das maiores empresas de Serviços IT do mundo!! Aqui você pode transformar sua carreira! Por que fazer parte da TCS? Aqui na TCS acreditamos que as pessoas fazem a diferença, por isso vivemos uma cultura de aprendizado ilimitado cheio de oportunidades de melhorias e desenvolvimento mútuo. O cenário ideal para expandir ideias através das...


  • Ituiutaba, Brasil Optiwisers Tempo inteiro

    SAP QM Consultant (Contract) – Pharma Industry / LIMS Integration Location: Brazil – Remote / Hybrid (depending on project) Contract Type: Freelance / Independent Contractor Duration: 12 months (extendable) About the Opportunity We are looking for an experienced SAP QM Consultant (Contractor) to support SAP S/4HANA implementation and enhancement projects...


  • Ituiutaba, Brasil Nous Latam Tempo inteiro

    Our client architects the buildout of simplified, integrated, and compliant technology stacks.With both consulting and products, our expertise can help our customers save time and money as they move from strategic Clinical & Quality management all the way to widespread and profitable commercialization.JOB OVERVIEWThe Senior Business Analyst will have strong...


  • Ituiutaba, Brasil Bebeeprojectmanager Tempo inteiro

    We are seeking an experienced Project Manager/ Business Analyst to lead production support and enhancement initiatives for enterprise applications.This role requires excellent communication, analytical, and organizational skills, as well as the ability to collaborate across technical and business teams.Key Responsibilities:Coordinate and lead release...

  • Training Analyst

    Há 6 dias


    Ituiutaba, Brasil Gp Strategies Tempo inteiro

    We are looking for a Training Analyst who will be responsible for providing technical and operational support to the training activities of a project in the automotive sector, focusing on the areas of After Sales.You will be involved in organizing technical classes, managing the logistics of training vehicles, and supporting the delivery of face-to-face and...