Quality Analyst – Bot Curation

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

📋 Description

• Assess customer service workflows and processes managed through the Stix contact center BOT.

• Ensure optimal bot performance, minimize repeat inquiries, and secure a high CSAT score for automated service interactions.

• Develop and implement new BOT service workflows in line with established business rules.

• Track deviations in BOT volume and/or key performance indicators (KPIs).

• Oversee and calibrate the natural language processing (NLP) and artificial intelligence (AI) within BOT workflows.

• Partner with vendors to coordinate improvements and resolve bugs.

• Suggest enhancements to the BOT customer service experience.

⛳️ Requirements

• A Bachelor's degree in Business Administration, Marketing, Customer Service, Communications, Technology, or CX/UX.

• A postgraduate degree in one of these fields is advantageous.

• Minimum of 2 years of relevant experience.

• Strong proficiency in Microsoft Office.

• Basic English skills are preferred.

• Basic Spanish skills are preferred.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Life insurance.

• Partnership with a gym and fitness center (Wellhub).

• Extended maternity/parental and paternity leave.

• SESC membership for you and your family.

• Meal allowance.

• Home office allowance.

• Annual Profit-Sharing Program (PPR).

• Transportation allowance or on-site parking.

• Birthday day off and Stix points on your birthday.

• Language learning allowance.

• Optional private pension plan.