Senior Quality and Customer Experience Analyst

Redbelt Security

Quality Analyst at Redbelt Security measuring client satisfaction and ensuring process effectiveness. Focusing on NPS, CSAT, and improving service delivery standards.

Posted 7/6/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Operate and enhance NPS, CSAT, and Health Score (contract health indicator), ensuring broad coverage across the customer base;
Consolidate feedback into clear, actionable executive reports;
Proactively flag risks of dissatisfaction or churn.
Participate in meetings with technical managers (SOC, Red Team, GRC, Pentest) to map bottlenecks and opportunities;
Turn these conversations into meeting minutes, action plans, and follow-up materials;
Contribute to quality frameworks, checklists, and delivery standards.
Keep the team's document and workflow repository organized;
Report to the Director of Service Delivery and Quality, monitoring deadlines and scope deviations.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Process Management, Engineering, IT, or related fields;
Minimum 3 years of experience in quality, process improvement, or managing improvement projects;
Experience producing technical materials in collaboration with technical teams (documents, reports, presentations);
Familiarity with NPS, CSAT, or Health Score;
Proficiency in Microsoft Office (Word, PowerPoint, Excel, Visio) and basic knowledge of process mapping.
Genuine curiosity to understand different technical areas without needing to be a subject-matter expert;
Strong communication skills with diverse stakeholders — from a SOC analyst to a client executive;
Autonomy: identifies what needs to be done and moves forward without waiting for detailed instructions;
Enjoys working in growth/early-stage environments, actively contributing to structuring processes.
Experience or interest in cybersecurity/technology;
Familiarity with BI tools (Power BI, Looker, or similar).

Benefits

Comp & perks

Meal allowance, no employee contribution (iFood Benefícios card);
Food allowance, no employee contribution (iFood Benefícios card);
Transportation allowance, with deductions as required by law;
Medical insurance, no co-payment and no employee contribution;
Dental insurance, no co-payment and no employee contribution;
Wellness: Wellhub and Totalpass;
Group life insurance;
Piwi support;
Starbem: healthtech care platform;
Avus: health benefits platform;
Daycare subsidy;
Allowance for children with special needs;
Family-friendly policies: extended maternity and paternity leave;
Birthday day off;
Redbelt Referral Program: your referral matters;
Redbelt School: educational sponsorship program for courses and certifications;
Redbelt Celebra: service anniversary awards;
Partnership with SESC;
Partnerships with educational and language institutions for discounts;
Profit-sharing (PLR): based on achievement of company targets;
PBR (Redbelt Bonus Program): subject to achievement of company, departmental, or individual targets.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Quality FrameworksProcess MappingTechnical DocumentationAction Plan DevelopmentMeeting Minutes Creation

Soft Skills

Strong CommunicationAutonomyCuriosity