Analista de Experiência do Cliente – Júnior

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Conduct quality research.

• Provide support for the development of action plans in collaboration with various departments.

• Monitor actions and tickets alongside departments and ensure feedback is provided to clients.

• Manage indicators and studies related to quality assurance.

• Address potential client dissatisfaction.

• Oversee transitions for cross-sell and up-sell opportunities.

• Assist the main contact at the client site with configurations, adjustments to the tool, and platform training.

• Perform a critical analysis of quality research results and insights from tickets and follow-ups. (Close the Loop)

⛳️ Requirements

• Technical or higher education in administration, process management, or tourism (completed or ongoing).

• Intermediate proficiency in the Office suite.

• Fluent English is a plus.

• Experience in Quality/Customer Experience, including quality research, process monitoring, action planning, and client relations.

• Experience in report preparation.

• Familiarity with quality research methodologies (NPS and CSAT).

• Knowledge of quality management tools (PDCA, Ishikawa, Pareto).

• Proficient in indicators, dashboards, process management, and action plans.

🏝️ Benefits

• Meal allowance/card through Flash.

• Medical and dental plans with co-payment options.

• Home office assistance via Flash card.

• Total Pass.

• Group life insurance.

• Mental health support through Voll Care.

• Educational assistance via Voll Education.

• Six-month maternity leave.

• Thirty-day paternity leave (Our parental leave policy is equally applicable to same-sex couples).

• Vacation starting from six months of employment.

• One day off.