Analyst Customer Quality
New
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Portuguese
- Experience
- Minimum of 2 years
- Required Skills
- SAPCustomer serviceComplianceQuality Assurance
Requirements
- Technical degree, associate degree, or higher education in a related field
- Minimum of 2 years of experience in customer service, customer support, or client relationship roles
- Strong interpersonal, organizational, and multitasking skills
- Experience working in structured, process-driven or regulated environments
- Strong attention to detail with the ability to document and manage information accurately
- Effective communication skills and ability to collaborate across teams and functions
- Fluency in Portuguese
- Ability to work in a dynamic, fast-paced environment with shifting priorities
- Customer-focused mindset with strong problem-solving abilities
Responsibilities
- Provide contact center support for the intake, evaluation, and resolution of product-related complaints in compliance with internal procedures and global regulations
- Investigate and resolve customer complaints in accordance with applicable standards (e.g., FDA, ISO, GMP, SOX, and internal quality requirements)
- Ensure accurate and complete documentation of complaints, inquiries, and customer interactions in relevant systems (e.g., CHS, SAP)
- Monitor complaint workflows to ensure timely resolution aligned with departmental KPIs and quality metrics
- Engage with customers in a professional and supportive manner, providing product information, guidance, and issue resolution
- Collaborate with international teams across different time zones to ensure continuous coverage and service quality
- Support administrative and operational tasks such as purchase order tracking, IT help desk requests, and call center coordination
- Contribute to cross-functional initiatives and interact effectively with internal stakeholders across departments
- Promote quality awareness within the team and support compliance with safety and environmental policies
- Execute additional tasks as assigned to support operational and quality objectives
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