Proposta de um programa de monitoramento da qualidade de vendas para a Caixa Econômica Federal

Abstract

The aim of this work is to present a proposal for a program to monitor the quality of sales for the Caixa Econômica Federal, considering the importance of monitoring both to identify the source of the flaws and the sales processes, as well as to improve the diagnoses that would enable the development of actions to improve the performance of this centenary and important Brazilian bank in the ranking of most demanded financial institutions produced by the Central Bank. The work presents a proposal of indicators and control tools that will allow the bank to effectively monitor the failures of conduct and operational risks, which will allow transparency, control and the adoption of corrective and disciplinary measures. The program contributes to ensure that the sales quality of financial products and services strengthens the good practices of Caixa's Suitability, which aim at transparency of contracting, with offers adequate to the objectives, needs and interests of the consumer and above all a balance in the consumption relationship with your customers.