GOL Linhas Aéreas

Senior Customer Experience Analyst

GOL Linhas Aéreas

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • Ensure execution and continuous improvement of procedures and processes related to customer service.
  • Monitor the performance of third-party companies, ensuring compliance with established SLAs.
  • Propose and implement intelligent, efficient, and consistent processes that strengthen the connection between employees, customers, and suppliers.

Requirements

  • Bachelor's degree required: Degree in Engineering, Business Administration, Quality, Marketing, or related fields;
  • Advanced Excel and PowerPoint skills, with the ability to build presentations;
  • Knowledge of customer experience and contact center operations (voice, chat, WhatsApp);
  • Experience with BPO risk matrices;
  • Willingness to travel and flexibility with working hours;
  • The following are a plus: certifications in continuous improvement methodologies such as Lean Six Sigma or Kaizen; postgraduate degree;
Benefits
  • Health insurance;
  • Dental plan;
  • Group life insurance;
  • Meal allowance;
  • Food allowance;
  • Transportation voucher;
  • Profit-sharing (PLR);
  • Gympass or Totalpass membership;
  • Partnerships club with hundreds of partner companies;
  • Birthday day off.

Applicant Tracking System Keywords

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

Hard skills
Advanced ExcelPowerPointcustomer experiencecontact center operationsBPO risk matrices
Soft skills
continuous improvementflexibilitywillingness to travel
Certifications
Lean Six SigmaKaizen