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Despegar

Frontend Analyst – Junior

Despegar

Represent Decolar with BPO partners, monitor daily operational indicators and support corrective actions. Collaborate with cross-functional teams to improve processes and customer experience.

Posted 7/7/2026full-timeTaboão da Serra • 🇧🇷 BrazilJuniorWebsite

About the role

Key responsibilities & impact
  • Act as Decolar's representative with outsourced operations, promoting alignment between BPOs and the company's internal teams.
  • Monitor daily operational metrics, identifying deviations, risks and opportunities for improvement.
  • Track indicators such as TMO, NPS, SPC, SLA, ABS, adherence, productivity, quality and transfers, supporting the creation and monitoring of action plans.
  • Conduct call monitoring and interaction reviews, analyze protocols and follow the voice of the customer, proposing process and customer experience improvements.
  • Log, track and support the resolution of systemic and operational errors through ticket creation and management (Jira).
  • Work in partnership with Product, Process, Technology, Quality, Training, WFM and Operations teams, ensuring alignment of requests and execution of necessary actions.
  • Identify, analyze and report operational risks, process deviations and improvement opportunities to Decolar leadership.
  • Support critical requests and prioritizations as required by managers and other company areas.
  • Guide agents, supervisors and coordinators on processes, operational changes, communications and contingency plans, ensuring correct execution of routines.
  • Participate in calibrations, performance meetings, operational forums and strategic projects.
  • Support continuous improvement initiatives by encouraging correct reporting of operational and systemic failures and monitoring the implementation of solutions.

Requirements

What you’ll need
  • Experience in Customer Service operations, BPO or related areas.
  • Knowledge of operational indicators (TMO, NPS, SPC, SLA, ABS, adherence, productivity and quality).
  • Familiarity with the following systems and providers:
  • - ONA
  • - Sabre
  • - Amadeus
  • - e-Latam
  • - e-GOL
  • - Azul
  • - NDC
  • Proficiency with Google Workspace and/or Microsoft Office (Excel, Google Sheets and Presentation tools).
  • Analytical mindset with the ability to interpret metrics and develop action plans.
  • Organized, with a sense of priorities, responsibility and the ability to work in dynamic environments.
  • Good communication skills, proactivity and ease in interpersonal relationships.
  • Availability for hybrid work and travel between BPO locations.
  • Basic Spanish.

Benefits

Comp & perks
  • Health insurance
  • Dental insurance
  • Life insurance
  • Gympass or Totalpass
  • Educational partnerships
  • Discounts on Decolar!
  • Commuter allowance (Transportation voucher)
  • Flex Card (meal/food vouchers)
  • Bonus
  • Childcare assistance
  • Home office allowance
  • Petlove partnership

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools
TMONPSSPCSLAABSAdherenceProductivityQualityAction Plan DevelopmentData Interpretation
Soft Skills
Good Communication SkillsProactivityInterpersonal RelationshipsOrganizational SkillsResponsibility