Center of Excellence Specialist – Bilingual (English & Portuguese)

The Center of Excellence Specialist plays a key role in driving quality, efficiency, and knowledge within the Service Desk by combining training expertise, quality assurance oversight, and knowledge base management. This role is responsible for designing and delivering effective training programs, monitoring and coaching agents to meet Service Desk quality standards, and developing and maintaining reusable knowledge assets to enhance operational excellence.

The Specialist will facilitate new hire and ongoing training, evaluate training effectiveness, monitor and score agent interactions, analyze survey results, and recommend process improvements. By accurately recording and analyzing data, identifying trends and gaps, and partnering with stakeholders, the Specialist ensures continuous improvement in service quality, customer satisfaction, and operational performance.

Quality Assurance

• Maintain Contact Center quality standards through review of calls, chats, and emails.

• Assess adherence to scripts, technical knowledge, service etiquette, objection handling, and call closure.

• Provide timely feedback and coaching to Service Desk Analysts.

• Evaluate service approaches, assign quality ratings, and identify training needs.

• Conduct monthly calibrations with Service Desk Leads and track action plans for outliers.

• Actively contribute to improving quality processes.

Customer Satisfaction

• Analyze survey results, identify trends, and present insights.

• Review positive and negative survey responses and request RCAs for negative feedback.

• Follow up with Team Leads on survey outcomes.

• Generate and maintain Power BI reports.

Knowledge Management

• Create, manage, and standardize process, policy, and procedure documentation per ITIL best practices.

• Capture and maintain knowledge from IT outsourcing engagements to enhance intellectual property.

• Support IT assessments, client onboarding/offboarding, and ITSM process updates.

• Administer SharePoint lists and ensure accuracy of the client knowledge base.

Training & Development

New Hire Onboarding

• Facilitate training programs and support all onboarding activities.

• Conduct knowledge assessments after client-specific training.

• Track and report training metrics (test scores, handle times, quality ratings).

• Welcome and orient new hires during HR onboarding and train agents on remote work procedures.

Ongoing Training

• • Deliver refresher and targeted sessions to existing staff.

  • Conduct post-training evaluations and analyze training needs.

  • Maintain an accessible knowledge base and collaborate with clients and management to ensure effective strategies.

  • Foster an engaging learning environment and support operational needs.

  • Take calls at least one hour per week to maintain operational readiness.

Personal Competencies

• Commitment to quality and meeting goals.

• Strong coaching, problem-solving, and people development skills.

• Adaptable, team-oriented, and collaborative.

• Excellent communication in English and Portuguese (oral and written).

• Analytical, organized, and dedicated to continuous improvement.

Technical Competencies

• High school diploma required; Bachelor’s preferred.

• English and Portuguese B2+ proficiency.

• Experience with Microsoft Office (Excel, Word, Outlook, PowerPoint) and SharePoint.

• Minimum 2 years as a Quality Analyst or similar role, including training and full quality cycle experience.

• ITIL knowledge and Continuous Improvement certifications preferred.