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 topics, sentiment, customer effort, emotions, and reasons for contact.

• Evaluate customer interaction data sourced from XM Discover, telephony systems, and other platforms.

• Ensure data quality and keep solution documentation up to date.

• Discover insights related to vehicles, processes, and areas of friction.

• Establish and oversee quality alerts to facilitate proactive measures.

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

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

• Conduct calibration, validation, and enhancement of analytical models in both Portuguese and Spanish.

⛳️ Requirements

• Modality: Graduado 4.

• A completed degree is required.

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

• Educational background or experience in Data Analytics, Statistics, Technology, Engineering, or similar fields.

• Fundamental understanding 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 ability to interpret customer interactions in these languages.

• Advanced proficiency in English and Spanish.

• Strong communication and organizational skills; capable of documenting analyses and collaborating with Contact Center, Quality, Engineering, and Manufacturing teams.

• Analytical mindset, curious, and oriented towards problem-solving.

• Knowledge of XM Discover.

• Familiarity with data analysis and KPI interpretation.

• Experience or capability to work with Power BI, including dashboards, filters, metrics, and data integration.

• Understanding of text analytics, NLP, or machine learning, particularly for classifying topics, sentiment, effort, and emotions.

• Knowledge of Databricks and Regex.

• Familiarity with XM Discover or ability to quickly learn the platform.

• Competence in performing calibration, validation, and improvement of analytical models in Portuguese and Spanish.

• Understanding of data quality, organization, and integration from calls, chats, surveys, and other channels.

• Ability to document models, rules, analyses, and outcomes.

• Preferred experience with databases, automation of analyses, and alert creation.

🏝️ Benefits

• Monthly stipend of R$ 5,000.00.

• Remote work (home office).

• Contract duration of 12 months.

• Full-time commitment (40 hours per week).