Supervisor/Monitor de Qualidade de Atendimento

Role Overview

As a Supervisor/Monitor for Quality of Customer Service, you will ensure exceptional performance and customer interaction within the sales operation of social security services. This will be achieved through detailed call auditing, regulatory compliance analysis, and structured feedback to consultants, ensuring that every customer engagement aligns with quality standards, ethical conduct, and current legislation.

Key Responsibilities

• Audit inbound and outbound recorded calls by listening and evaluating them using established quality and compliance checklists.
• Detect deviations in sales approaches, improperly handled objections, misinformation, or inappropriate behavior.
• Document and score each interaction within a quality management system, creating both individual and group performance indicators.
• Conduct one-on-one feedback meetings with consultants to highlight strengths, identify improvement areas, and develop action plans.
• Prepare qualitative performance reports for individual consultants, teams, and campaigns.
• Suggest and monitor individual development plans for consultants showing low performance.
• Regularly calibrate evaluation criteria with leadership to ensure assessment consistency.
• Track and report key quality indicators such as CSAT (customer satisfaction), NPS, regulatory compliance, client retention rates, script adherence, and average handling time.
• Identify patterns and trends in audit results to recommend process enhancements and sales script improvements.
• Present quality insights during management meetings.
• Continuously review and update quality checklists and evaluation matrices in response to regulatory or product changes.
• Advocate for adjustments in sales scripts based on audit findings.
• Collaborate with management on training needs to develop corrective and preventive content.
• Lead corrective interventions for consultants when recurring deviations are detected.