Lojas Renner S.A.

Customer Service Quality Analyst II – Digital Channel Curation

Lojas Renner S.A.

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • Brazil

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Analyze curation indicators such as retention, intents, abandonment, CSAT, FCR, CES, identifying efficiency opportunities for digital service channels (IVR and chatbot);
  • Propose usability (UX) improvements to conversational flows;
  • Implement and manage conversational flows using Artificial Intelligence for digital service channels (IVR and chatbot);
  • Participate in working groups to identify problems and solutions for efficiency and experience of digital service channels (IVR and chatbot);
  • Work in partnership with other departments to ensure alignment across business areas;

Requirements

  • Bachelor’s degree (completed);
  • Advanced knowledge of Microsoft Office suite;
  • Knowledge of KPIs and metrics for digital service channels;
  • Experience curating chatbots and digital service channels;
  • Experience implementing and managing conversational flows;
  • Good communication and teamwork skills;
  • Analytical ability and attention to detail;
  • Experience with generative AI in conversational flows;
  • Experience in retail or financial services environments;
  • Experience with customer service platforms (Salesforce);
Benefits
  • Transportation allowance and/or shuttle for positions at our distribution centers (DCs)*
  • Meal/food allowance
  • Christmas grocery voucher
  • Home office allowance (for hybrid or remote work contracts)*
  • Multi-purchase credit card
  • Employee discount at our stores
  • Health insurance
  • Dr. Be (telemedicine, telepsychology, nutritional coaching and sports coaching)
  • Wellhub (Gympass)
  • Programs and campaigns developed to promote self-care, health and well-being of our employees and their families
  • Balance methodology applied with leadership and teams to strengthen communication and recognition, well-being, and work style/tools
  • Dental plan
  • Univers – discounts at Raia and Drogasil pharmacies
  • Pet health plan
  • Running coaching
  • Discounts at universities, schools, language and vocational courses
  • Tickets for cinemas, parks and more
  • People with disabilities are welcome to apply to all our opportunities.
Applicant Tracking System Keywords

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

Hard Skills & Tools
conversational flowsusability improvementsdigital service channelschatbotsgenerative AIKPI analysismetrics analysiscustomer service platformsMicrosoft Office
Soft Skills
communicationteamworkanalytical abilityattention to detail
Certifications
Bachelor’s degree