Experience Analyst – Mid-level, Back Office

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

📋 Description

• Oversee and evaluate operational metrics such as productivity, SLA, backlog, aging, capacity, and quality;

• Monitor experience and efficiency indicators including CSAT, productivity, service level, quality, and callbacks/reopens; detect performance anomalies and perform root-cause analysis;

• Create actionable insights aimed at ongoing operational enhancement;

• Conduct process evaluations to pinpoint efficiency improvements; suggest and implement enhancements aimed at reducing handle time, cutting operational costs, and boosting partner satisfaction; utilize AI and automation as tools for enhancing efficiency and operational scalability;

• Lead and oversee action plans in collaboration with operations; organize and execute performance rituals (regular performance meetings);

• Produce analyses and executive-level presentations to aid leadership.

⛳️ Requirements

• Problem-Solving: methodical identification of issues and formulation of effective solutions;

• Project Management: comprehensive execution of improvement initiatives;

• Leadership without direct authority: ability to influence and advance stakeholder agendas;

• Customer (Partner) Focus: decision-making centered on partner experience and satisfaction;

• Delivery Focus: dedication to meeting deadlines, maintaining quality, and achieving results;

• Data-Driven: making decisions grounded in data and evidence;

• Collaboration: coordinated efforts with operations and partner teams;

• Communication: delivery of clear and concise information;

• Strategic Thinking: awareness of business impact;

• Proficient in Advanced Excel/Google Sheets;

• Familiarity with data visualization tools (e.g., ThoughtSpot, Looker, or similar);

• Experience in handling and analyzing large datasets;

• Preferred: SQL; knowledge of AI applications in automation and operational efficiency.

🏝️ Benefits

• We uphold a non-discrimination policy for candidates based on disability, gender, sexual orientation, race/ethnicity, age, origin, family composition, or appearance.