Grupo QuintoAndar | Analista de Operações e Gestão de BPO (CX)
QuintoAndarCore Responsibilities
Ensure operational excellence from external partners by guaranteeing SLA compliance and balancing quality with cost efficiency, while rigorously monitoring vital KPIs such as FCR, productivity, CSAT/DSAT, and backlog management. Act as the main link between internal guidelines and outsourced teams, ensuring accurate application of training and processes, and driving continuous improvement through performance analysis and action planning.
Requirements
Candidates must have consolidated experience in outsourced operations, focusing on performance and governance, along with solid command of operational metrics, SLA control, and productivity/quality goal tracking. Proficiency in Excel or Google Sheets at an intermediate to advanced level is required, coupled with a proactive and emotionally intelligent profile capable of mediating conflicts and solving complex operational issues under pressure.
Key Skills & Technologies
Additional Information
Experience Level
5-10
Job Language
Portuguese
Work Mode
Hybrid