Vaga Home Office: Quality Monitor na empresa 5C Company

📋 Descrição da Vaga

Role Summary

Responsible for monitoring, evaluating, and ensuring that interactions adhere to quality standards, internal processes, contractual requirements, and regulatory guidelines. This role identifies deviations, analyzes root causes, and recommends improvements, contributing to operational excellence, customer satisfaction, and 
risk mitigation.

Key responsibilities

• Conduct quality monitoring of fan chat interactions.
• Apply evaluation criteria defined by internal processes, as well as client and model requirements.
• Identify non-conformities, record deviations, and propose action plans for improvement.
• Deliver feedback sessions to promoters and operational leadership when necessary.
• Participate in internal and external calibration sessions to ensure alignment on quality criteria.
• Prepare quality reports and analyses, providing insights and recommendations to the operation.
• Ensure adherence to operational, regulatory, and contractual standards.
• Monitor key performance indicators (KPIs) and work with the operations team to implement corrective actions when required.
• Contribute to process improvement, customer experience (CX) management, and operational risk mitigation by promoting improvement initiatives based on results.
• Analyze quality indicators and drive action plans to support continuous improvement.
• Act as a facilitator for operational process enhancements.
• Foster an organizational culture focused on high performance, efficiency, and customer centricity.
• Serve as a strategic partner to operational teams, providing inputs, qualitative studies, and insights to support decision-making.
• Collect, organize, and analyze quality data, identifying trends, patterns, and deviations.
• Support the training and development of operational and support teams in quality practices.
• Ensure integrity, reliability, and availability of operational data.
• Contribute to presenting quality results in internal meetings and with clients.
• Interpret quality indicators, identify deviations, and lead corrective and preventive action plans.
• Process Development: Map, design, review, and optimize operational processes.
• Lead quality forums and governance meetings with internal and external clients, presenting results, risks, and improvement plans.

Complexity and Critical Elements of the Role

• Accurately log quality evaluations in the designated QMS and reporting tools.
• Ensure the delivery of daily, weekly, and monthly quality reports to stakeholders.
• Participate in quality forums, alignment meetings, and interactions with internal and external stakeholders.
• Monitor the evolution of quality indicators specific to the operation.
• Contribute with suggestions to enhance evaluation criteria and quality models.
• Interpret scripts, policies, and standards with precision, considering differences across clients, campaigns, and models.
• Maintain impartiality and assertiveness during evaluations, even under high-volume demand, tight deadlines, or operational pressure.
• Manage a high volume of assessments while upholding consistency and a high standard of quality.
• Align different perceptions of quality between promoters, supervisors, clients, and internal teams, mediating interpretation gaps when needed.
• Ensure that feedback and recommendations lead to tangible improvements in customer experience.
• Balance 5C standards, client requirements, and operational reality when applying quality decisions.
• Operate in an environment of high expectations for consistent quality results, error reduction, and increased customer satisfaction.
• Continuously adapt to operational changes, system updates, new technologies, and evolving customer expectations.
• Support the delivery of workshops focused on quality standards and process improvement.
• Support certification processes and maintenance of quality standards and seals (COPC, ISO, etc.), ensuring compliance with established guidelines.
• Support the development of operational and support teams in quality best practices.
• Collect, organize, and analyze quality data to identify trends, patterns, and critical deviations.
• Ensure integrity, reliability, and availability of quality data used for decision-making.
• Support the implementation of structured and scalable quality methodologies and frameworks (COPC, ISO, Lean, Six Sigma, etc.).
• Contribute to the creation and delivery of quality performance presentations for internal and external audiences.
• Interpret quality indicators, identify deviations, and lead corrective and preventive action plans.
• Support the mapping, design, review, and optimization of operational processes with a focus on efficiency, customer experience, and error reduction.
• Lead quality governance forums with internal and external clients, presenting results, risks, improvement plans, and operational evolution.

Education and Experience

Required:

• Bachelor’s degree completed or in progress in Business Administration, Processes Management, Communication, Quality Management, Engineering, or related fields.
• Experience in Quality for Customer Service or related areas.
• Fluent English (C1).
• Preferred, but not required: COPC, Lean Six Sigma (Yellow Belt), Agile methodologies (Scrum, Kanban), and CX frameworks (NPS, CSAT, Customer Journey Mapping).

Working Conditions:

• Work Model: Remote (Home Office).
• Work Schedule (5x2)
• The position follows a 5x2 schedule — five consecutive workdays followed by two day off.
  Each shift includes an 8-hour workday (plus breaks). 
• Available Shifts (Brasília Time – BRT): 8 p.m to 17 a.m BRT
• Fixed Salary: USD $700/month.
• Benefits: Wellhub.

🏢 Sobre a 5C Company

At 5C Company, we’ve evolved from a digital marketing agency into a global Creative BPO, combining business process outsourcing with strategic marketing execution.

Our mission is simple: scale companies with structure, efficiency, and purpose.

We don’t just manage operations; we become part of your team, integrating process, people, and performance.

From customer experience and back-office support to digital strategy and brand management, we design systems that turn strategy into movement and movement into measurable growth.

At 5C, every process has a purpose, and every result tells a story of collaboration, precision, and impact.

Mission: 

To be the trusted extension of our clients’ businesses, driving structure, efficiency, and measurable results through clarity, process, and people.

A place where dedication builds leaders, and performance builds growth.

Values:

Commitment — We protect what we build. If you’re part of 5C, you’re all in.

Competence — Excellence isn’t optional. Whatever we do, we do it right.

Courage — Leadership means making hard calls with integrity and purpose.

Collaboration — We grow together. Great teams don’t compete, they complement.

Consistency — True success comes from discipline, not chance. Deliver excellence, every time.

💡 Dicas de Ouro para Conseguir uma Vaga Home Office

1. Domine as ferramentas de comunicação remota

Em equipes remotas, quem se comunica melhor por escrito se destaca. Aprenda a usar Slack, Microsoft Teams, Notion, Trello e Google Workspace com proficiência.

2. Desenvolva a habilidade de aprendizado contínuo

O mercado de trabalho remoto valoriza profissionais que se atualizam constantemente. Dedique ao menos 30 minutos por dia para aprender algo novo.

3. Construa uma presença digital consistente no LinkedIn

Recrutadores de vagas remotas pesquisam ativamente candidatos no LinkedIn. Mantenha seu perfil atualizado com experiências detalhadas, conquistas mensuráveis e palavras-chave da sua área.