Analista de Qualidade PL - Service Desk in Brazil at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Qualidade PL - Service Desk based in Brazil.

This is an opportunity for a quality-focused professional to help strengthen service excellence within a structured Service Desk operation. You will monitor and audit technical support interactions across chat and phone channels, ensuring service standards and quality expectations are consistently met. The role combines data analysis, process improvement, structured feedback, and knowledge management. You will work closely with support professionals, helping identify performance gaps and turn insights into practical improvements. The position also involves supporting onboarding, refresher training, and the continuous development of operational materials. It is well suited to an analytical, organized, and proactive professional who enjoys improving customer support experiences through quality and collaboration.

• Conduct quality monitoring of Service Desk interactions across chat and telephone channels.
• Perform audits of support interactions, identifying opportunities for improvement and ensuring adherence to established quality standards.
• Identify, document, and follow up on non-conformities and operational quality issues.
• Provide structured and constructive feedback to support analysts, helping improve performance and service quality.
• Monitor quality indicators and operational metrics, identifying trends, gaps, and opportunities for improvement.
• Prepare periodic performance reports and management updates based on quality and operational data.
• Identify process gaps and recommend improvements to increase efficiency, consistency, and service quality.
• Create, review, and maintain Knowledge-Centered Service (KCS) content and Knowledge Base materials.
• Support the development and review of training materials and operational support documentation.
• Assist with onboarding and refresher training for Service Desk professionals.
• Act as the focal point for monitoring and quality-related activities within the operation.
• Provide support across other operational activities when required.

• Proven experience in Technical Support / Service Desk N1 or N2 environments.
• Previous experience with quality monitoring and/or quality auditing in customer or technical support operations.
• Experience providing structured feedback to support teams.
• Strong verbal and written communication skills.
• Strong organizational skills, attention to detail, and analytical thinking.
• Proactive, self-managed, and collaborative profile with the ability to work independently.
• Flexibility and willingness to support different operational workstreams.
• Must be based in Curitiba, Pinhais, or São José dos Pinhais, Paraná, due to the position's location requirements.
• Availability to work Monday to Friday, from 9:00 AM to 6:00 PM.
• Availability to work remotely while being able to attend occasional on-site visits with the client.
• Nice to have: degree in progress in Information Technology or a related field.
• Nice to have: knowledge of ITSM tools such as ServiceNow or similar platforms.
• Nice to have: familiarity with quality indicators and operational performance metrics.
• Nice to have: knowledge of KCS and Knowledge Base management.
• Nice to have: basic to intermediate Excel skills.
• Nice to have: familiarity with Google Workspace.

• Meal or food allowance.
• Discounts on courses, universities, and language-learning institutions.
• Access to an online learning platform with free, updated courses and certificates.
• Mentoring opportunities.
• Benefits program offering discounts and access to consultations and medical exams.
• Health insurance.
• Dental insurance.
• Employee discounts and special offers at a range of partner establishments.
• Travel benefits and discounts.
• Pet benefits and partner services.
• Remote work model with availability for occasional client-site visits.
• Opportunity to develop expertise in service quality, technical support, process improvement, training, and knowledge management within a technology-focused environment.