Mid-level Customer Service Analyst, Focus on Training and Quality

Randoncorp

Analista de Atendimento Pleno focused on training, quality improvement, and continuous learning in a customer service context. Works with BI tools and operational excellence projects.

Posted 7/28/2026full-timeCaxias do Sul • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in training program development, quality monitoring, and continuous improvement methodologies, with a strong focus on enhancing customer service operations and team competencies. Proficient in analyzing KPIs to identify development opportunities and implement effective training and knowledge management initiatives.

Highest-signal resume keywords

Training Program DevelopmentQuality MonitoringContinuous Improvement MethodologiesKPI AnalysisCustomer Service Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training Materials CreationProcess StandardizationKnowledge ManagementAnalytical AbilityBusiness IntelligenceCustomer ServiceContinuous ImprovementLean MethodologyPDCAKaizen

Soft Skills

Strong CommunicationOrganizational SkillsInterpersonal Skills

Tools & Technologies

Learning Management SystemsKnowledge Bases

Industry Keywords

Customer Relationship CenterOperational ExcellencePerformance IndicatorsDevelopment Initiatives

About the role

Key responsibilities & impact

Identify technical and behavioral development needs of internal teams and BPO partners using KPIs, monitoring sessions, performance analyses and feedback.
Structure, implement and follow up on individual and group training/qualification plans, ensuring the continuous development of the operation's competencies.
Develop and deliver trainings, refreshers, learning paths, support materials and knowledge management initiatives.
Conduct quality monitoring of customer interactions and convert results into practical development and improvement actions.
Support management in designing development initiatives by providing analyses, recommendations and information on identified improvement opportunities.
Track training, quality and performance indicators, evaluating the effectiveness of implemented actions.
Map opportunities for improvement in processes, workflows, procedures and customer support materials.
Contribute to the creation and maintenance of content, knowledge bases and operational standards for the Customer Relationship Center.
Support projects aimed at operational excellence, customer experience and people development.
Research, propose and implement new methods, tools and technologies that enhance learning, quality and operational results.
Promote a culture of continuous learning, ownership and customer focus.

Requirements

What you’ll need

Completed degree in Administration, Marketing, Communication, Commercial Management, Pedagogy or related fields.
Course in BI - Business Intelligence.
Course in Customer Service.
Course in Continuous Improvement.
Experience with training, quality, people development or knowledge management.
Experience in customer service operations or operational support areas.
Analytical ability to interpret KPIs and identify development and continuous improvement opportunities.
Experience creating training programs, training materials and process standardization.
Knowledge of continuous improvement methodologies and interest in new technologies applied to learning and performance.
Familiarity with continuous improvement concepts such as Lean, PDCA, Kaizen or Six Sigma.
Strong communication, organizational skills and ease in interacting with different audiences.

Benefits

Comp & perks

Health insurance
Dental plan
Life insurance
Meal voucher
Profit-sharing award
Private pension plan
Platform for language learning and courses/learning paths
Flexible working hours