Mid-Level CX Performance Analyst

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

📋 Description

• Evaluate operational performance and recognize significant discrepancies that affect efficiency;

• Develop tactical and strategic dashboards for effective visualization of essential indicators and KPIs;

• Detect bottlenecks and continuous improvement prospects within the customer service operations;

• Assist area leadership with structured analyses and actionable insights;

• Integrate data from various sources to create a more comprehensive and complete understanding of the situation.

⛳️ Requirements

• Familiarity with SQL and basic principles of Data Modeling;

• Hands-on experience in data analysis and Business Intelligence tools at an intermediate level;

• Strong understanding of CX metrics and the use of applied statistics in business contexts;

• Proficiency in data storytelling to convert numerical data into clear narratives;

• Excellent analytical skills and a well-honed critical mindset;

• Proactive approach and outstanding organizational capabilities;

• Clear and assertive communication skills for effective interaction with diverse teams and leadership.

🏝️ Benefits

• Health and well-being: medical and dental coverage with no copayment, life insurance, assistance for purchasing medication, and subsidies for physical activities. We also collaborate with Neon for financial wellness and Zenklub for mental and physical health, offering 4 complimentary monthly sessions with a therapist or nutritionist. Additionally, quick massages are available at headquarters.

• Food and family: our flexible meal benefit is provided through a Visa credit-like card, allowing individuals to use the balance as they wish. Free meals are provided at headquarters. For families, we offer childcare assistance, a parental support program, and extended maternity and paternity leave.

• Education and growth: in addition to a challenging environment with robust development opportunities, we provide an in-house training platform and educational support that covers 70% of tuition for university degrees and language courses, as well as financing for courses and books to promote continuous learning.

• For quality remote work: we offer a Home Office allowance, work equipment, a furniture allowance, and a partnership with WOBA enabling employees to access coworking spaces across Brazil as needed. Explore our headquarters in Joinville/SC through this virtual tour!

• Extras, because the Dream Team deserves it: a day off during your birthday month, a Happy Hour allowance, referral bonuses for new hires, performance-based annual bonuses, a Stock Option plan, and a relaxed atmosphere with no dress code.