UBEC - União Brasiliense de Educação e Cultura

Customer Service Quality Analyst

UBEC - União Brasiliense de Educação e Cultura

full-time

Posted on:

Location Type: Hybrid

Location: Brasilia • Brazil

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About the role

  • Monitor, listen to and evaluate phone calls and service interactions via WhatsApp, chat and email using checklists to ensure adherence to scripts and protocols, maintaining standards of language, courtesy, clarity, responsiveness and resolution of customer issues to promote service quality.
  • Monitor quality KPIs such as CSAT, NPS and AHT through systematic analysis of reports extracted from institutional tools and customer service platforms, with the aim of assessing interaction effectiveness, measuring customer satisfaction and guiding continuous improvement actions in service delivery.
  • Produce periodic reports with qualitative and quantitative analyses of interactions by consolidating data from institutional systems and the evaluation of interactions, in order to identify trends, bottlenecks and improvement opportunities that contribute to enhancing the customer experience and service process efficiency.
  • Prepare and deliver individual and team feedback based on evaluations, support corrective actions and positive reinforcement, and recommend training to promote the team's continuous development.
  • Support the development and review of scripts, operational flows and FAQs, ensure that agents are aligned with institutional policies and guidelines, and monitor the implementation of new processes to ensure their effectiveness and adoption.
  • Act as a liaison between the customer service team and departments such as the Secretariat/Administrative Office, Sales, Academic, IT and Marketing to relay insights, recurring issues or process improvements.
  • Participate in alignment meetings, contributing the customer experience and service quality perspective.
  • Perform other duties of a similar nature and level of complexity associated with the organizational environment.

Requirements

  • Education / Qualifications: Bachelor's degree in Business Administration, Marketing, Management Processes, Quality Management, or related fields.
  • Specific Knowledge: Techniques for evaluating and monitoring customer interactions (phone, WhatsApp, chat and email); customer service performance indicators (CSAT, NPS, AHT, FCR, etc.); CRM tools and customer support platforms (e.g., Zendesk, Freshdesk); understanding of operational workflows and creation of scripts/FAQs.
Benefits
  • Career and Compensation Progression Plan (PCCS) to support your growth 🚀
  • Transportation allowance
  • Meal or grocery allowance
  • Free parking
  • Bradesco medical and dental insurance
  • Oásis Program: psychological support and more
  • WellHub for your well-being
  • Life insurance
  • Tuition discounts: 75% at Universidade Católica or 50% at Colégio Católica
  • Extended maternity and paternity leave
  • SESC partnership benefits
  • Day off to recharge
  • Payroll-deductible loan options
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer service performance indicatorsCSATNPSAHTFCRevaluating customer interactionsmonitoring customer interactionsoperational workflowsscript creationFAQ creation
Soft Skills
communicationfeedback deliveryteam developmentproblem-solvingcollaborationanalytical thinkingcustomer experience focusadaptabilityattention to detailcontinuous improvement