Quality Analyst II – SalesOps

PUCPR Carreiras

. Monitor the quality of sales interactions on WhatsApp, phone calls, and email, ensuring adherence to scripts, HSMs, and cadences .

Posted 9/30/2026full-timeCuritiba • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Sales Operations and Sales Enablement, with a strong focus on process improvement, operational training, and effective use of CRM systems. Proficient in tracking metrics and leveraging AI to enhance customer service interactions.

Highest-signal resume keywords

Sales Operations ExperienceCRM ProficiencyTraining and OnboardingProcess ImprovementConversational AI Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Sales EnablementCustomer SuccessCustomer ServiceOperational Metrics TrackingProcess MappingData AnalysisKnowledge ManagementSales CadencesLead ManagementSales Quality Evaluation

Soft Skills

Excellent CommunicationOrganizational SkillsProactive CollaborationAnalytical AbilityStrong Sense of Ownership

Tools & Technologies

CRM SystemsSalesforceWhatsAppDialersChatbotsVirtual AssistantsKnowledge Bases

Industry Keywords

Sales ProcessesService AuditsSales FunnelsTraining Content DevelopmentOperational Training

About the role

Key responsibilities & impact

Monitor the quality of sales interactions on WhatsApp, phone calls, and email, ensuring adherence to scripts, HSMs, and cadences
Conduct recurring service audits and identify deviations and opportunities for improvement
Evaluate the service quality of Enrollment Center analysts, especially during the final stages of the funnel
Support the development, review, and continuous improvement of scripts, contact flows, and sales cadences
Contribute to sales enablement initiatives
Deliver operational training to consultants and analysts on tools, processes, and conversion best practices
Track operational metrics, including response time, follow-ups, contact rate, and SLA
Identify bottlenecks in sales execution and support the implementation of practical improvements
Ensure the proper use of CRM, WhatsApp, dialers, and other sales tools
Support operations across different products and business units
Serve as the operational point of contact for the AI used in sales support
Support the curation and submission of training content for the AI in collaboration with the provider
Monitor the quality of AI responses, identifying inconsistencies, gaps, and hallucinations
Track AI usage volume, ensuring efficient use and consumption control
Manage sales knowledge by keeping scripts, playbooks, FAQs, documents, and content up to date
Collaborate with academic, regulatory, marketing, finance, legal, and other teams to transform changes into structured knowledge

Requirements

What you’ll need

Experience in sales operations, Sales Enablement, Customer Success, Customer Service, or continuous process improvement
Experience with CRM and sales operations, including customer service journeys, funnels, cadences, and lead management
Experience in training, onboarding, or developing sales teams
Ability to map processes, identify bottlenecks, and propose practical improvements to increase efficiency and conversion
Interest in and aptitude for working with Artificial Intelligence applied to customer service
Proactive profile with the ability to work across teams, gather information, organize knowledge, and keep it up to date
Analytical ability to track operational metrics and turn data into action plans
Excellent communication and organizational skills, with a strong sense of ownership
Experience with conversational AI, chatbots, or virtual assistants is a plus
Experience in Sales Enablement or Sales Quality is a plus
Knowledge of knowledge management, Knowledge Bases, FAQs, documentation, and playbooks is a plus
Experience with Salesforce or other CRMs is a plus
Experience in educational institutions or service companies is a plus

Benefits

Comp & perks

Unimed health insurance with copayments
OdontoPrev dental insurance with nationwide coverage
Education incentive for specialization, extension courses, language courses, and graduate programs at PUCPR
Meal voucher with a monthly copayment deduction
Quality of Life Program
Private pension plan
Life insurance
Transportation allowance
Free parking
Wellhub membership with access to a variety of gyms
Zenklub telehealth mental health services, including two waived consultations per month
Conte Comigo Program, offering social support, legal guidance, and financial and pension advice
Benefits Club with special discounts on services and products
Hybrid position
Monday-to-Friday schedule, from 8:00 a.m. to 5:24 p.m.