Monitor CX metrics (CSAT, NPS, SLA), identifying trends, risks and key offenders
Consolidate and analyze data from surveys, tickets, service requests and operational dashboards
Prepare executive reports, presentations and critical analyses for leadership
Act as a bridge between operations, quality and management, supporting action plans
Track recurring complaints and support root-cause analysis
Ensure standardization of metrics, definitions and CX follow-up rituals
Support continuous improvement projects and initiatives to mature the user experience
Contribute to the development of dashboards (Excel / Power BI) and the automation of analyses
Support audits, reviews and data validations related to experience

Analytical mindset and critical thinking
Strong communication and interpersonal skills
Proactive attitude and sense of ownership
Ability to prioritize and manage multiple demands
Collaborative, solution-oriented approach
Maturity to handle sensitive data and interact with executive stakeholders
Experience in Facilities, especially shuttle services and cafeterias/restaurants
Analytical work performed autonomously, without direct people management responsibilities

🏥 Health insurance (SulAmérica) with no co-payment, extendable to legal dependents
😁 Optional dental coverage – extendable to dependents
🏋️ Wellbeing and physical activity benefits through WellHub
🛡️ Life insurance
🍽️ Meal/Food allowance (VR/VA) of R$ 38.00 per day, with no payroll deduction
🚍 Mobility: choice of Vale-Transporte (transit voucher), company shuttle or fuel allowance
🎓 Educational partnerships for professional development
🎉 Special day offs
💙 Emotional support program for loss and grief, in addition to mental health support

Senior CRC Analyst

Key skills