Join our Last Mile Analytics & Quality Team as a Transportation Quality Specialist. This role serves as a crucial first level of support, addressing operational issues and optimizing transportation processes. Your contributions will directly impact customer experience, demanding a proactive approach and the ability to quickly master new challenges. You'll collaborate with various teams, gaining exposure to a wide range of operational complexities and resolving high-impact production issues.

The ideal candidate is meticulous, possesses excellent communication and organizational skills, and can effectively manage multiple tasks concurrently. The ability to work independently and maintain composure under pressure is essential. Proactive problem identification and the implementation of preventative solutions are key to success in this dynamic environment.

Key responsibilities include performing manual audits following Standard Operating Procedures (SOPs) and resolving exceptions by transcribing and analyzing call, email, chat, and message content. You will identify emerging audit patterns to drive process improvements and provide timely responses to stakeholders in line with SOPs and Service Level Agreements (SLAs).

This role requires systematic escalation of problems to appropriate teams and meticulous record-keeping using trackers and workflow tools. Meeting business metrics such as SLA, productivity, quality, and utilization benchmarks is vital. Understanding performance metrics for business goal achievement and fostering a collaborative environment to contribute to team and program growth are also core aspects of this position. Developing a global perspective to understand diverse operational nuances is encouraged.

Proficiency in Brazilian Portuguese (minimum CEFR B2+) is mandatory, alongside a Bachelor's degree in Language. This role requires 10-24 months of relevant work experience.

Strong communication skills are essential for facilitating the flow of translated information between internal and external teams. Proficiency in Excel, including pivot tables and VLOOKUP, is required. Demonstrated ability to thrive in a team-oriented, dynamic work environment is also a key requirement. Basic case-level analysis to identify problem predictors and improve customer experience through corrections is expected.