Cyrela

Customer Service Quality Analyst - Mid-level

Cyrela

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Ensure the quality of interactions handled by the Customer Contact Center;
  • Support the development of the team by guiding best practices and service standards;
  • Conduct trainings and refreshers as identified by needs;
  • Monitor interactions and quality indicators, identifying opportunities for improvement;
  • Act as a point of reference for area processes, supporting questions and standardizations;
  • Propose and support continuous improvements to workflows and practices to achieve excellence in the customer experience.

Requirements

  • Experience in customer relations and contact center routines;
  • Ability to identify process improvements, monitoring activities, and training needs;
  • Strong verbal and written communication skills with a didactic and collaborative profile;
  • Organized, detail-oriented, and able to meet deadlines;
  • Active listening, empathy, and the ability to provide constructive feedback;
  • Experience conducting trainings and content reinforcement;
  • Bachelor's degree completed or in progress;
  • Intermediate knowledge of Excel and PowerPoint;
  • Strong interpersonal skills and ability to work integrated with different areas.
Benefits
  • Profit Sharing (PLR)
  • Transportation voucher
  • Meal voucher
  • Bradesco Health Plan with special conditions for you and your dependents
  • Bradesco Dental Plan
  • Telemedicine with various specialties
  • Wellhub
  • Totalpass
  • Life insurance
  • Pet care benefits
  • Birthday day off + gift voucher
  • Baby allowance after birth
  • Maternity basket with baby kit
  • Extended marriage leave
  • Extended paternity leave
  • Psychological and social support channel (CuideCY)
  • Fruit and coffee available in the offices
  • Vaccination campaign
  • Quick massage in the offices
  • Partnerships with sports facilities (soccer and beach tennis)
  • Payroll-deductible loans (check conditions)
  • Discounts at universities and language schools
  • Discount on the purchase of your new property (check conditions)
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer relationscontact center routinesprocess improvementstraining needs assessmentExcelPowerPoint
Soft Skills
verbal communicationwritten communicationdidactic profilecollaborative profileorganizeddetail-orientedmeeting deadlinesactive listeningempathyconstructive feedback
Certifications
Bachelor's degree