Join Stefanini! At Stefanini, we are over 30,000 geniuses, connected from 41 countries, doing what we love and co-creating a better future. **Responsibilities and Attributes** Responsibilities: * Monitor and evaluate the quality of service provided 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 improvement in service delivery 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 updated on industry best practices and trends in service quality management. * Prepare and present service quality metrics reports to management. **Knowledge Management**: This person is responsible for creating, sharing, using, and managing an organization's knowledge and information. This may involve implementing knowledge management systems, promoting a culture of knowledge sharing, and identifying best practices. **Quality**: This person is also responsible for ensuring the quality of the organization’s processes, products, or services. This may involve implementing quality standards, conducting quality audits, and identifying opportunities to improve quality. **Training**: This person is responsible for staff training and development. This may involve identifying training needs, creating training programs, delivering training sessions, and evaluating the effectiveness of training. **Requirements and Qualifications** **Requirements and Qualifications** ------------------------------- 1\. \*\*Role Responsibilities:\*\* * Develop and maintain procedures to ensure service quality. * Promote training, skill development, and knowledge refreshment for professionals. * Manage the knowledge base to efficiently resolve customer issues. * Collaborate with other departments to improve customer experience. * Generate reports and analyses to identify improvement areas at a glance for processes. * Opportunity to lead a team and contribute to continuous improvement. * Development of management and problem-solving skills. * Direct interaction with customers and other departments. * Possibility to implement innovative solutions. * Encourage cross-department collaboration. * Identify opportunities for improvement and growth. Continuous Improvement Active listening skills. Ability to communicate information clearly. Empathy in interactions. Assertiveness in communication. Effective negotiation. Are you looking for a place where your ideas can 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 person, committed to continuous learning, and innovation is in your DNA, then this is what you're looking for. Come and let's build a better future together!