CNA Idiomas | Oficial

Mid-level Analyst – Conversational Journey

CNA Idiomas | Oficial

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Conversational Platform Management - Act as the focal point with the conversational solution vendor; prioritize the improvement backlog; ensure continuous evolution of conversation flows and integrations; validate releases and new features.
  • End-to-end Funnel Visibility - Map the end-to-end journey (lead → qualification → enrollment); identify dropout points; analyze conversion by stage; produce executive performance reports.
  • Conversion Optimization - Test variations of flows and approaches; optimize CTAs; refine qualification rules; work on improving contact rates and enrollment rates.
  • Speech & Quality - Improve BOT scripts; align BOT and human messaging; ensure consistency of the value proposition; support the sales team with improvement inputs.
  • Intelligence & Data - Analyze conversational data; collaborate with CRM and media teams for data cross-referencing; propose behavior-based automations; identify objection patterns.

Requirements

  • Experience with conversational platforms (e.g., Blip, Botmaker, Mundiale, Gupshup, or similar)
  • Experience with CRM (Salesforce is a plus)
  • Strong analytical skills
  • Experience with digital conversion funnels
  • Basic knowledge of AI applied to customer service
  • Experience with A/B testing
Benefits
  • Medical Insurance (Bradesco)
  • Dental Insurance (Bradesco)
  • Life Insurance
  • Gympass
  • TotalPass
  • Parking — No parking discount for positions above Coordinator
  • Pharmacy partnership/discount
  • Meal voucher
  • Food allowance
  • Transportation voucher
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
conversational platformsA/B testingdigital conversion funnelsdata analysisbehavior-based automationsBOT script improvementqualification rules optimizationconversion rate analysiscontact rate improvementexecutive performance reporting
Soft Skills
analytical skillscommunicationcollaborationproblem-solvingprioritization