Analyst

• Analyze and monitor quantitative and qualitative metrics (NPS, CSAT, FCR, Complaints, resolution time), identifying patterns, improvement opportunities, and critical points in the customer journey.
• Conduct monitoring across service channels (audio, chats, calls), following scripts and criteria defined by the team, ensuring the quality of interactions.
• Deliver trainings to internal teams and apply best practices in customer service and compliance with internal policies.
• Prepare analytical reports with relevant insights for internal teams, presenting recommendations for adjustments in processes, technology, and communication.
• Conduct surveys and interviews with customers, consolidating results to support strategic decisions and improve the experience across touchpoints.
• Execute more complex monitoring plans, evaluating interactions and proposing improvements that directly impact service quality.
• Support customer experience improvement projects, collaborating with internal teams to implement solutions.
• Contribute to retention and loyalty strategies, using metrics and prioritization methodologies to guide actions.

Quality Analyst

Job Level

About the role

Requirements

Applicant Tracking System Keywords

Hard skills

Soft skills

Certifications