Quality & Training Analyst

2 semanas atrás

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 to optimize operations, drive innovation, and redefine the future of mobility, ensuring quality and performance across every market we serve.At Draiver, we believe our strength is in our people.That's why we seek out talent who want to grow with us and be part of a collaborative, diverse, and results-driven team.Key ResponsibilitiesReview and analyze CSAT surveys from calls, chats, and forms to identify trends, root causes, and opportunities for improvement.Distinguish between dissatisfaction caused by controllable behaviors and dissatisfaction tied to broader process limitations.Audit and monitor customer interactions (calls, chats, bookings) to verify compliance with established standards and service flows.Provide structured, actionable feedback to agents and partner with coordinators for targeted follow-up.Design and deliver uptrainings, refreshers, and retrainings to address recurring issues or knowledge gaps.Lead the onboarding process for new hires, including:Training on company processes and tools.Using adaptive methods such as roleplay, activities, visuals, and shadowing with top-performing agents.Supporting new hires through their nesting period until they are fully independent.Collaborate with different teams to update SOPs, ensuring processes remain accurate and aligned across the company.Keep all documentation and training materials current and provide updates to agents as processes evolve.Identify opportunities to improve efficiency and reduce handle time across the team.Translate QA findings into targeted training initiatives.RequirementsExperience designing and facilitating training programs for individuals and groups.Strong analytical skills to interpret data and evaluate performance trends.Excellent verbal and written communication skills.Highly organized, detail-oriented, and able to manage multiple priorities at once.Ability to collaborate with multiple teams across regions and time zones.You must be adaptable We are a startup, and change is part of our routine.Nice to HaveExperience in a fast-paced, high-volume Support environment.Experience managing CRM/Support platforms is a plus.Background in call center operations, customer service quality programs, or process improvement initiatives.Advanced training design (e.g., use of instructional design methods, e-learning tools, or coaching programs).

  • Senior Quality Assurance Analyst

    2 semanas atrás

    Ituiutaba, Brasil Laboratorios Biopas Tempo inteiro

    Position: Senior Quality Assurance Analyst – Pharmaceutical Industry Location: Vargem Grande Paulista, São Paulo, Brazil Work Model: 100% On-site Position Description We are seeking a Senior Quality Assurance Analyst to work on-site at our facilities, with a primary focus on Validation/Qualification, Quality, and Compliance .The ideal candidate will have...

  • Quality & Process Improvement Analyst

    1 semana atrás

    Ituiutaba, Minas Gerais, Brasil Draiver Tempo inteiro R$40.000 - R$80.000 por ano

    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...

  • Quality Assurance

    2 semanas atrás

    Ituiutaba, Brasil Superbet Tempo inteiro

    It's an exciting time to join Superbet, we're entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world.As our business grows, the number of exciting people initiatives grows with it, and we're looking for a new colleague to partner with our team to bring these to life.Job Summary:We're looking for a...

  • Quality Control Analyst

    2 semanas atrás

    Ituiutaba, Brasil Guerbet Tempo inteiro

    At Guerbet, we build lasting relationships so that to enable people to live better.This is Our Purpose.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...

  • Quality Control Lead

    1 semana atrás

    Ituiutaba, Brasil Go Offer Tempo inteiro

    About the Role We are looking for a structured, strict, and technically-minded Head of Quality Assurance who will build and lead one of the most critical operational units in the company.Scope of responsibility: Management of a team of 30+ remote assistants Quality control of 5,000+ job applications/month (scaling to 10,000+) Direct reporting to the CEO...

  • Mid-Level Data Quality Analyst, Brazil

    2 semanas atrás

    Ituiutaba, Brasil Ci&T Tempo inteiro

    We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.With over ***** CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history.Artificial Intelligence is our reality.As a Mid-level Data Quality Analyst, you will play a crucial role in ensuring the...

  • Quality Control Lead

    2 semanas atrás

    Ituiutaba, Brasil Go Offer Tempo inteiro

    About the RoleWe are looking for astructured, strict, and technically-minded Head of Quality Assurancewho will build and lead one of the most critical operational units in the company.Scope of responsibility:Management of ateam of 30+ remote assistantsQuality control of5,000+ job applications/month(scaling to 10,000+)Direct reporting to the CEOContext &...

  • Mid-Level Data Quality Analyst, Brazil

    2 semanas atrás

    Ituiutaba, Brasil Ci&T Tempo inteiro

    We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.With over ***** CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history.Artificial Intelligence is our reality.As a Mid-level Data Quality Analyst, you will play a crucial role in ensuring the...

  • Ukg Workforce Management Analyst

    1 semana atrás

    Ituiutaba, Brasil E-Solutions Tempo inteiro

    Position : UKG Workforce Management Analyst Location : Brazil We're looking for a Senior Business Analyst (Kronos experience is required).Primarily responsible for implementing optimal Kronos solutions for customers.Key responsibilities include consultative and technical support to customers and internal teams, and delivering projects aligned with Kronos...

  • Quality Assurance Lead

    Há 2 dias

    Ituiutaba, Brasil Insight Global Tempo inteiro

    Contract - 1 Year + Extensions Remote (EST Hours) Lead Quality Assurance/SDET Job Description: A client of Insight Global's is looking for two Lead SDETs to help automate the testing environment further.This person will be responsible for working throughout the organization to implement automated testing and training on processes.Required Skills & Experience...