Customer Experience Analyst I

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

📋 Description

• Perform quality assessments of customer interactions, providing insights for the ongoing enhancement of the customer experience.

• Oversee customer interactions across multiple channels, ensuring the consistent application of established standards.

• Aggregate service, satisfaction, and monitoring data to facilitate analyses and uncover trends.

• Identify and assess opportunities within our processes, workflows, and customer service.

• Assist in the creation of materials and presentations that highlight insights on improvement opportunities.

• Monitor key performance indicators in the area, aiding in the interpretation of performance and prioritization of actions.

• Conduct quality assessments of interactions managed by the Contact Center.

⛳️ Requirements

• A bachelor's degree that is either completed or currently in progress.

• Intermediate proficiency in Excel and PowerPoint.

• Prior experience with administrative or operational tasks, customer service, quality assurance, or data analysis.

• Experience with customer service platforms such as Zendesk and Salesforce.

• Familiarity with customer satisfaction metrics (CSAT or NPS) and quality monitoring is advantageous.

• Knowledge of automation, dashboards, or analytical tools is a plus.

🏝️ Benefits

• Health insurance.

• Life insurance.

• Wellness programs.