Graduate Intern, Customer Experience, Contact Center, AI

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

📋 Description

• Design and fine-tune text analytics models, focusing on sentiment, effort, emotion, and contact reason detection.

• Examine customer interaction data sourced from XM Discover, telephony, and additional systems.

• Oversee data quality and uphold comprehensive solution documentation.

• Uncover insights related to vehicles, processes, and friction points.

• Establish and track quality alerts to enable proactive measures.

• Aid in executive decision-making and operational enhancement initiatives for Contact Centers.

• Utilize dashboards, filters, metrics, and data integration within Power BI.

• Record models, rules, analyses, and outcomes.

• Collaborate with teams from Contact Center, Quality, Engineering, and Manufacturing.

⛳️ Requirements

• Completed Bachelor's degree.

• Degree in Statistics, Mathematics, Automation, AI, Business Administration, Engineering, Data Science, or related disciplines.

• Education or experience in Data Analytics, Statistics, Technology, Engineering, or related fields.

• Foundational knowledge of data analysis, KPIs, and dashboard creation.

• Interest in or familiarity with AI, machine learning, and text analytics.

• Capability to learn and work with XM Discover, Power BI, and Contact Center databases.

• Proficient in Portuguese, English, and Spanish, with the capability to interpret customer interactions in these languages.

• Advanced proficiency in English and Spanish.

• Strong communication and organizational abilities, along with skills in documentation of analyses and collaboration with teams from Contact Center, Quality, Engineering, and Manufacturing.

• An analytical mindset, curiosity, and a solution-oriented approach.

• Desirable knowledge includes XM Discover, Power BI, text analytics, NLP, machine learning, Databricks, Regex, databases, automation of analyses, and alert creation.

• Ability to calibrate, validate, and enhance analytical models in both Portuguese and Spanish.

🏝️ Benefits

• Monthly stipend of BRL 5,000.00.

• Remote work opportunity.

• 40 hours work week.

• Duration of 12 months.