Senior Conversation Quality Analyst

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

📋 Description

• Map, test, and oversee conversational journeys.

• Identify challenges and assess CX metrics to suggest enhancements for automated channels.

• Create, update, and track comprehensive service-flow maps for chatbots, IVR systems, and other automated platforms.

• Conduct end-to-end testing by simulating various user profiles, complex intents, navigation deviations, and exception scenarios.

• Examine the technical and operational root causes of friction within user journeys, including broken flows, inappropriate transfers, integration errors, and intent misrecognition.

• Monitor metrics such as retention/resolution rate, escalation rate, CSAT, and abandonment rate.

• Suggest data-driven action plans.

• Convert technical insights into value opportunities and recommend enhancements to language, conversational UX, and flow logic.

• Work collaboratively with Business, UX/Content Writing, Development, and Customer Service/Operations teams to validate changes and implement optimizations.

⛳️ Requirements

• Prior experience in Quality Assurance (QA), Process/Journey Mapping, or working with Conversational Digital Channels (Chatbots, WhatsApp, IVR).

• Expertise in journey/flowchart mapping methodologies and tools, especially Miro.

• Understanding of bot architecture, transition logic, intents, and decision trees.

• Capability to structure intricate test cases and accurately document exception scenarios.

• Strong analytical skills and a data-driven mindset.

• Exceptional attention to detail and an investigative approach.

• Clear comprehension of how operational efficiency metrics influence customer satisfaction and business ROI.

• Excellent interpersonal communication skills and the ability to foster collaboration between technical and business teams.

🏝️ Benefits

• Meal voucher.

• Food allowance.

• Home office allowance.

• Health insurance.

• Dental insurance.

• Life insurance.

• Birthday day off.

• TotalPass / Wellhub.

• Boon Saúde app.

• Discount partnerships.

• Discounts at partner businesses and educational institutions.

• Welcome kit.

• Onboarding program.

• Verity Learning.

• Verity Break.

• #VerityComVocê.