Quality & Process Improvement Analyst - Brazil
há 1 semana

Job summary
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.
- Lead 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,includingsuch asaudit guidelines,evaluation criteria,and QA scorecards.
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