Quality Assurance Monitor

About the role

We are looking for a Quality Assurance Monitor to become the guardian of our customer experience. In this position you will evaluate written, chat and phone interactions to ensure they meet our high service standards and help drive continuous improvement.

Key responsibilities

• Monitor and review customer interactions across written channels, live chat, and phone calls.
• Use standardized checklists to audit procedures, assign scores and flag deviations.
• Provide clear, constructive feedback to agents to support performance growth.
• Participate in weekly calibration sessions with team leads to maintain consistent evaluation criteria.
• Identify recurring patterns or errors and recommend process or training improvements.
• Collaborate with the QA team and report to the Team Lead to achieve daily productivity and quality targets.

Required profile

• Completed or ongoing Bachelor’s degree or technical degree.
• Fluent in Portuguese (written and spoken); Spanish or English is a plus.
• Strong attention to detail and a passion for excellence.
• Interest in starting a career in a data‑driven environment.

Required skills

What we offer

• Opportunity to impact thousands of customers daily.
• Dynamic, collaborative work environment focused on learning and growth.