Junior Customer Service and Quality Analyst – Social Media

Banco Mercantil

Jr Customer Service Analyst ensuring quality of social media interactions and handling customer inquiries. Leading quality monitoring and conducting training for continuous improvement.

Posted 7/21/2026full-timeBelo Horizonte • 🇧🇷 BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in social media customer service, quality monitoring, and training delivery while ensuring compliance with brand standards and regulatory requirements. Proficient in optimizing internal procedures and utilizing social listening tools to enhance service quality.

Highest-signal resume keywords

Social Media Customer ServiceQuality Monitoring (QA)Training DeliveryFeedback FacilitationSocial Listening Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality MonitoringCustomer ServiceFeedback DeliverySocial Media ManagementProcess Optimization

Soft Skills

Problem SolvingCommunicationTeam SupportContinuous Improvement

Tools & Technologies

MiroAsanaExcelSocial Listening ToolsAI Tools

Industry Keywords

Brand Reputation ManagementService Level Agreement (SLA)Public RelationsAdvertisingMarketing

About the role

Key responsibilities & impact

Monitor, acknowledge, and resolve complex and sensitive issues arising on social media, designing quick solutions to mitigate brand reputation risk;
Lead the quality monitoring framework for social media customer service, ensuring compliance with the brand's tone of voice and regulatory requirements;
Conduct regular individual and team feedback sessions focused on continuous improvement of service, acting as the primary support to resolve the team's technical and procedural questions;
Organize, structure, and deliver refresher and quality training, connecting the service team's needs with the bank's internal teams;
Organize and optimize internal procedures and service playbooks to ensure service levels (SLA) and daily activities are consistently met.

Requirements

What you’ll need

Bachelor's degree in Administration, Business Management, Communications, Advertising, Public Relations, Marketing, or related fields;
Previous experience in customer service on social media (Reclame Aqui, Instagram, X/Twitter, TikTok, Facebook, YouTube, etc.);
Experience in quality monitoring (QA) and delivering constructive feedback;
Familiarity with organization tools such as Miro, Asana, and similar platforms, as well as Excel;
Knowledge of monitoring and social listening tools.
Candidates will stand out if they have:
Knowledge of AI tools for productivity.

Benefits

Comp & perks

Meal and food allowance (If preferred, both allowances can be issued on a single meal card)
Health insurance
Dental insurance
Childcare assistance
Life insurance
Private pension plan
Wellhub
Mercantil Development Academy
Profit-sharing (PLR)