Location
curitiba
Job Type
Full-time
Posted
June 19, 2026
Job Description
Curitiba, Brazil
- DOP
-
**_Role Purpose_**
- The purpose of this role is to conduct audits to ensure quality compliance within the account._
**_Do_**
- **Conduct process quality audits as per plan**
- _Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines_
- _For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week_
- _Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required_
- _Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)_
- _Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes._
**_Stakeholder Interaction_**
- Stakeholder Type_
- Stakeholder Identification_
- Purpose of Interaction_
- Internal_
- Delivery Leadership_
- Audit & trai...
- DOP
-
**_Role Purpose_**
- The purpose of this role is to conduct audits to ensure quality compliance within the account._
**_Do_**
- **Conduct process quality audits as per plan**
- _Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines_
- _For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week_
- _Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required_
- _Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)_
- _Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes._
**_Stakeholder Interaction_**
- Stakeholder Type_
- Stakeholder Identification_
- Purpose of Interaction_
- Internal_
- Delivery Leadership_
- Audit & trai...