Monitor the quality of commercial interactions (WhatsApp, calls, e-mails), ensuring adherence to scripts, HSMs and cadences;
Conduct recurring service audits, identifying deviations and opportunities for improvement;
Evaluate the quality of service provided by Enrollment Desk analysts, especially in the final stages of the funnel, ensuring smooth handling of operational and bureaucratic requirements for student onboarding;
Support the development, review and evolution of scripts, contact flows and sales cadences;
Participate in sales enablement initiatives, ensuring the team is prepared to execute with quality;
Deliver operational training for consultants and analysts (tools, processes and conversion best practices);
Monitor operational metrics (response time, follow-ups, contact rate, SLA, etc.);
Identify bottlenecks in the commercial execution and support the implementation of practical improvements;
Ensure correct usage of commercial tools (CRM, WhatsApp, dialers, etc.);
Support operations across different products/business units as needed;
Serve as the operational focal point for the AI used in commercial service;
Support the curation and submission of training content for the AI to the vendor;
Monitor the quality of AI responses, identifying inconsistencies, gaps and hallucinations;
Track AI usage volume, ensuring efficiency and consumption control;
Propose improvements to the automated journey, aligning the AI with the commercial strategy.

Previous experience with CRM in a commercial operation (lead management, funnel, cadences and performance monitoring);
Experience training commercial teams, onboarding or upskilling on tools and processes;
Experience with sales operational routines and performance tracking;
Analytical profile with strong execution capability;
Organized, disciplined and attentive to detail;
Good communication and didactic skills to guide and develop the team;
Experience with tools such as Salesforce or similar (plus);
Experience in omnichannel operations (WhatsApp, voice, e-mail);
Experience with AI applied to customer service operations;
Experience with quality assurance (QA) monitoring in commercial or service teams (plus).

Unimed Health Plan: with co-payment, providing medical coverage and access to a quality accredited network
OdontoPrev Dental Plan: national coverage, with monthly fees deducted from payroll
Education Incentive: support for professional and personal development, including incentives for specialization, extension courses, languages and postgraduate studies at PUCPR
On-site meals at Bistrô Marista: meals provided on work days with a nominal payroll deduction
Wellness Program
Private Pension Plan
Life Insurance
Transportation Allowance
Free Parking
Wellhub (formerly Gympass): access to various gyms with discounted monthly fees deducted from payroll
Zenklub: access to telehealth mental health sessions, with two sessions per month free
"Conte Comigo" Program: multidisciplinary team available for social support, legal guidance (excluding labor law), financial and pension consulting
Benefits Club: partnerships with companies across different sectors, offering special discounts on services and products

Mid-level Quality Analyst, SalesOps

Key skills