What You'll Do
Map customer journeys and identify service bottlenecks and improvement opportunities. Conduct quantitative and qualitative analyses of service, transforming insights into continuous improvement actions linked to strategic indicators. Establish and maintain process governance with documented policies and ensure alignment with partner areas.
What We're Looking For
Experience with continuous improvement in service and methodologies (PDCA, DMAIC, Ishikawa, etc.). Knowledge of experience and service indicators (Reclame Aqui, CSAT, SLA, and NPS). Data-driven mindset with knowledge in SQL and ability to create dashboards, metrics, and executive reports.
Key Skills & Technologies
Additional Information
Experience Level
Senior
Job Language
Portuguese
Employment Type
Full-time
Work Mode
Remote