Ensure the execution and continuous improvement of procedures and processes related to customer service.
Monitor the performance of third-party providers, ensuring compliance with established SLAs.
Propose and implement intelligent, efficient and consistent processes that strengthen the connection between employees, customers and suppliers.
Support the establishment of objectives and ensure they are met.
Prepare and present reports to inform decision-making.
Ensure governance of vendor deliverables as well as internal GOL areas.
Support business areas in understanding the company’s data handling and data flows.
Assist management with vendor projects and deliverables.
Provide support to BPO customer service operations for GOL and Smiles products by monitoring and reporting updates to procedures and policies.
Communicate strategies and information to the support team.
Contribute to system updates and implementations by participating in meetings with internal GOL areas.
Create and validate the BPO risk matrix with the involved stakeholders.
Create schedules, lead meetings, and monitor scopes, deadlines, and established priorities.

Bachelor’s degree: Degree in Engineering, Business Administration, Quality, Marketing or related fields.
Advanced Excel and PowerPoint skills, with the ability to build presentations.
Knowledge of customer experience and customer service operations (call center) for voice, chat and WhatsApp.
Experience with BPO risk matrices.
Experience with sales and revenue targets.
BI tools / Excel.
Critical data insight (not only consolidating data, but interpreting it).
Availability to travel and flexible working hours.
Certifications in continuous improvement methodologies such as Lean Six Sigma or Kaizen (differential).
Postgraduate degree (differential).

Senior Customer Experience Analyst

Key skills