Job Summary: We are looking for a professional to monitor and evaluate service quality, identify improvements, and ensure compliance with standards through audits, analysis, and training. Key Highlights: 1. Monitor and evaluate service quality, ensuring adherence to standards. 2. Identify service improvements and develop recommendations. 3. Train staff to deliver high-quality service. Join Stefanini! At Stefanini, we are more than 30,000 geniuses, connected from 41 countries, doing what we love and co-creating a better future. **Responsibilities and Authorities** * Monitor and evaluate the quality of service delivered by the organization, ensuring compliance with established standards and procedures. * Conduct periodic audits and evaluations of service interactions, including phone calls, emails, and in-person interactions. * Identify areas for service delivery improvement and develop recommendations to enhance processes. * Collaborate with cross-functional teams to implement quality improvement initiatives. * Analyze customer feedback and complaints to identify trends and areas of concern. * Develop and maintain quality control documentation, including policies, procedures, and training materials. * Provide training and guidance to staff members to ensure consistent delivery of high-quality service. * Stay up-to-date with industry best practices and trends in service quality management. * Prepare and present service quality metrics reports to management. **Requirements and Qualifications** +2 years of experience in the role Professional with a degree in Systems, Industrial Engineering, or related fields. ITIL certification is desirable. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow together. Here, every action counts and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we are what you’re looking for. Come and let’s build a better future together!