Junior Operational Quality Analyst – Telephony

Jobtailor; Feira de Santana; Presencial; BRL 39 000 - 61 000; Tempo integral

Resumo da oferta

Jobtailor in Feira de Santana, Brazil, seeks a detail-oriented Analyst to create and maintain operational reports, monitor KPIs, and support management decisions with clear presentations. You will analyze performance indicators, map processes for continuous improvement, and prepare results.

The role requires a bachelor’s degree, strong Excel and MS Office skills, and excellent communication to collaborate with teams and clients.

Qualificações

• Currently pursuing or have completed a bachelor's degree.
• Analytical, organized, and proactive profile.
• Strong communication and interpersonal skills.
• Ability to work effectively as part of a team.
• Negotiation skills and strategic vision.
• Experience preparing reports.
• Proficiency in Microsoft Office.
• Intermediate Excel proficiency.
• Easy access to the Feira de Santana or Cabula site.
• Minimum test scores will be considered for ranking purposes.
• Previous experience in Quality will be considered an advantage.
• Previous experience supporting the Vivo account will be considered an advantage.
• Must not be an intern or apprentice.
• Time to Talk Good rating or higher.
• Must have completed the minimum tenure in the company/current role required for the position.

Responsabilidades

• Create and maintain operational reports.
• Analyze performance indicators and propose strategic improvements.
• Develop results presentations.
• Support managers in decision-making.
• Perform quality-related activities, ensuring the continuous improvement of processes.
• Lead meetings and calibration sessions with clients and operations teams.
• Monitor KPIs.
• Conduct ad hoc analyses, identifying root causes and creating action plans.
• Update and send reports.
• Map processes to support continuous improvement.
• Prepare results presentations and analyses.
• Review and monitor controls, performance indicators, and reports.
• Stay up to date by studying customer service content.
• Perform other administrative duties related to the role.

Conhecimentos

Analytical skills

Microsoft Office

Excel proficiency

Report preparation

Quality improvement

Team collaboration

Interpersonal skills

Communication skills

Negotiation skills

Process mapping

KPI monitoring

Ad hoc analysis

Strategic thinking

Project coordination

Formação académica

Bachelor's degree (or in progress)

Ferramentas

Microsoft Excel

Microsoft Office

Descrição da oferta de emprego

• Create and maintain operational reports


• Analyze performance indicators and propose strategic improvements


• Develop results presentations


• Support managers in decision-making


• Perform quality-related activities, ensuring the continuous improvement of processes


• Lead meetings and calibration sessions with clients and operations teams


• Monitor KPIs


• Conduct ad hoc analyses, identifying root causes and creating action plans


• Update and send reports


• Map processes to support continuous improvement


• Prepare results presentations and analyses


• Review and monitor controls, performance indicators, and reports


• Stay up to date by studying customer service content


• Perform other administrative duties related to the role

Requirements

• Currently pursuing or have completed a bachelor's degree


• Analytical, organized, and proactive profile


• Strong communication and interpersonal skills


• Ability to work effectively as part of a team


• Negotiation skills and strategic vision


• Experience preparing reports


• Proficiency in Microsoft Office


• Intermediate Excel proficiency


• Easy access to the Feira de Santana or Cabula site


• Minimum test scores will be considered for ranking purposes


• Previous experience in Quality will be considered an advantage


• Previous experience supporting the Vivo account will be considered an advantage


• Must not be an intern or apprentice


• "Time to Talk Good" rating or higher


• Must have completed the minimum tenure in the company/current role required for the position

Core Competencies

Demonstrates strong analytical skills and proficiency in Microsoft Office, particularly Excel, to create and maintain operational reports and analyze performance indicators. Capable of supporting decision-making processes through effective communication and collaboration with teams and clients.

Highest-signal resume keywords

• Analytical Skills


• Microsoft Office Proficiency


• Intermediate Excel Proficiency


• Report Preparation Experience


• Quality Improvement Experience

Hard Skills

• Operational Reporting


• Performance Indicator Analysis


• Process Mapping


• KPI MonitoringAd Hoc Analysis

Soft Skills

• Strong Communication Skills


• Interpersonal Skills


• Organizational Skills


• Negotiation Skills


• Team Collaboration

Industry Keywords

• Continuous Improvement


• Quality Management


• Customer Service


• Strategic Vision


• Decision-Making Support