Analista de Experiência, Pleno – BackOffice

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

📋 Description

• Monitor and analyze operational indicators (productivity, SLA, backlog, aging, capacity, and quality);

• Track experience and efficiency indicators, such as CSAT, productivity, service level, quality, and callbacks/reopenings; Identify performance deviations and perform root cause analysis;

• Generate actionable insights for continuous operational improvement;

• Conduct process analysis to identify efficiency gain opportunities; Propose and implement enhancements focused on: Reducing response time, Lowering operational costs,

• Increasing partner satisfaction; Utilize AI and automation as levers for efficiency and operational scaling;

• Lead and monitor action plans alongside the operation; Structure and facilitate performance rituals;

• Create analyses and executive materials to support leadership.

⛳️ Requirements

• Problem Solving: structured identification of issues and definition of effective solutions;

• Project Management: leading improvement initiatives from start to finish;

• Leadership without direct management: influencing and driving agendas with stakeholders;

• Customer (Partner) Focus: decisions oriented towards experience and satisfaction;

• Delivery Focus: commitment to deadlines, quality, and results;

• Data Driven: decision-making based on data and evidence;

• Collaboration: integrated action with operations and partner areas;

• Communication: clarity and objectivity in conveying information;

• Strategic Thinking: business impact vision;

• Advanced Excel/Google Sheets skills;

• Experience with data visualization tools (ThoughtSpot, Looker, or similar);

• Experience in handling and analyzing large volumes of data;

• Desirable: SQL, Familiarity with AI applied to automation and operational efficiency.

🏝️ Benefits

• We believe in the power of diversity

• We are a global company with a strong presence in Latin America

• We have an innovative team