Ensure execution and continuous improvement of procedures and processes related to customer service;
Monitor the performance of third-party vendors/BPOs, ensuring compliance with established SLAs;
Propose and implement intelligent, efficient, and consistent processes that strengthen the connection between employees, customers, and suppliers;

Bachelor's degree completed: Degree in Engineering, Business Administration, Quality, Marketing, or related fields;
Advanced Excel and PowerPoint skills, with the ability to develop effective presentations;
Knowledge of customer experience and contact center operations (voice, chat, and WhatsApp);
Experience with risk matrices for BPOs (business process outsourcing);
Experience with sales targets and ancillary revenue;
Experience with BI tools and Excel;
Strong analytical mindset for data (not only consolidating but interpreting);
Willingness to travel and flexibility in working hours;
Certifications in continuous improvement methodologies such as Lean Six Sigma or Kaizen (preferred);
Postgraduate degree (preferred).

Senior Customer Experience Analyst

Key skills