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Junior Contact Center Analyst – Monitoring
Tokio Marine SeguradoraAnalyst monitoring and ensuring quality of Contact Center services. Collaborating with teams to resolve client issues and improve service.
About the role
Key responsibilities & impact- Conduct monitoring of Contact Center interactions, ensuring quality in issue resolution
- Analyze customer complaints and compliments
- Monitor the performance of internal tools and provide operational support in cases of system outages
- Ensure validation of employees' system access and notify support areas in case of inconsistencies
- Develop materials and deliver training for new hire groups or refresher courses as needed
- Update reports with activities performed during the month and measure individual productivity using internal controls
- Update the InfoCenter according to requests from Contact Center managers to keep information current.
Requirements
What you’ll need- Bachelor's degree (completed)
- Knowledge of quality tools
- Experience in monitoring, customer experience, and quality
- Knowledge of the Genesys system
- Experience in insurance is a plus
- Experience delivering training is a plus
- Availability to work in a hybrid model (3 days in the office and 2 days remote).
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Pharmacy allowance
- Wellhub (Gympass)
- Workplace exercise sessions
- Quick on-site massage
- Physiotherapy
- Meal voucher
- Food voucher
- 13th Food Voucher (annual)
- Pregnancy support program
- Mother's corner (nursing room)
- Baby kit
- Maternity leave
- Extended paternity leave
- Childcare/Nanny allowance
- Life insurance
- Funeral assistance
- Transportation allowance
- Breakfast
- On-site convenience store (mini-market)
- ATM (Santander)
- Private pension plan
- Payroll-deductible loans
- Financial wellness app
- Highly attractive profit-sharing (PLR)
- Discounts on insurance
- Discounts on events/shows
- Waiver of bank fees (Santander)
- Tokio Indica discount platform
- Birthday day off
- Additional time off based on length of service
- Educational incentive
- Content provided by the Corporate University
- Name and gender change support
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality toolsmonitoringcustomer experienceGenesys systemtraining delivery
Soft Skills
issue resolutionanalytical skillsoperational supportcommunicationorganizational skills
Certifications
Bachelor's degree