Analista De Qualidade De Atendimento Junior - Pcd

Serasa Experian

São Paulo, Brazil
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Quality monitoring of voice chat email channels
Creation and standardization of service scripts
Analysis of nps csat tma fcr indicators
** Serasa Experian is seeking a Junior Customer Service Quality Analyst to enhance customer experience through quality monitoring and continuous improvement initiatives. The role involves creating and standardizing service scripts, analyzing performance metrics, and collaborating with teams to deliver effective customer service. **

Job Summary

  • The role involves creating and standardizing service scripts while conducting quality monitoring across voice, chat, and email channels.
  • Candidates will analyze key performance indicators such as NPS, CSAT, and First Call Resolution to identify root causes and propose action plans.
  • Experian is committed to building an inclusive culture and offers a supportive environment recognized by Great Place To Work and Top Employers certifications.

Matching Summary

Match Score: 75

** Serasa Experian is seeking a Junior Customer Service Quality Analyst to enhance customer experience through quality monitoring and continuous improvement initiatives. The role involves creating and standardizing service scripts, analyzing performance metrics, and collaborating with teams to deliver effective customer service. **

Skills & Requirements

Must-have

  • Quality monitoring of voice chat email channels
  • Creation and standardization of service scripts
  • Analysis of NPS CSAT TMA FCR indicators
  • Root cause analysis using PDCA 5W2H methodologies
  • CRM tool proficiency for quality assurance

Nice-to-have

  • Experience in regulated high complexity environments
  • Proactive analytical mindset with attention to detail
  • Ability to transform data into actionable plans
  • Strong communication and critical thinking skills
  • Collaborative team player for continuous improvement

Key Requirements

  • Experience with quality monitoring tools
  • Knowledge of continuous improvement methodologies
  • Background in regulated operations or high complexity environments

Work Rights

Not specified

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