Lead the transformation of the customer experience through structural process reviews and implementation of complex projects.
Ensure smoother, more efficient and scalable journeys, driving continuous improvement in customer experience and raising satisfaction metrics (CSAT).
Ensure the financial sustainability of the operation by reducing costs (unit cost), optimizing volumes (deflection, CPB, CR) and maximizing operational efficiency (productivity, TMA, TME).
Manage end-to-end process improvement projects, from diagnosis to implementation.
Perform complex diagnostics using quality methodologies (DMAIC, PDCA, Ishikawa), identifying root causes of inefficiencies, costs and customer dissatisfaction.
Map processes and journeys (AS-IS) and redesign flows (TO-BE) with a focus on reducing effort for both customers and agents.
Analyze and act on operational and experience metrics (TMA, TME, FCR, repeat calls, CPB, CSAT and cost per ticket).
Build business cases for improvements and automations, projecting ROI and payback.
Design and optimize decision flows and automations in digital channels (Cognitive IVR, chatbots) and CRM (Zendesk).
Facilitate workshops and collaborative dynamics (Design Thinking, Kaizen) to solve cross-functional problems.
Work integrally with Technology, Product, BI and Operations teams, monitoring post-implementation performance.

Bachelor's degree completed (Engineering, Business Administration, Economics or related fields). Postgraduate degree or MBA is a plus.
Experience in process management and project management, with an analytical, proactive and hands-on profile.
Systemic view of operations and business, with good communication skills and the ability to influence stakeholders.
Mastery of continuous improvement and project management methodologies.
Advanced Excel or Google Sheets skills.
Experience with CRM (e.g., Zendesk) and process-mapping tools (Visio, Bizagi, Miro).
Experience in CX operations, startups, or cost-reduction and contact-deflection projects is a plus.

Life Insurance: To take care of our greatest asset—our Kovers.
Health Insurance: Because it’s important to take care of your health.
Dental Plan: So you can keep smiling!
Flash Card: Your meal and/or food allowance on a single card.
Partnership with SESC: Eligibility for the benefit after 90 days of employment.
Commuting allowance or fuel allowance: You choose how you get around.
Parents and children: Childcare assistance, extended maternity leave of 180 days and extended paternity leave of 20 days.
Wellhub: All Kovers are entitled to exercise with part of the cost subsidized by Kovi.
Kovenção: A company-wide meeting where Kovi leadership updates everyone on business status.

Senior Projects and Processes Analyst

Key skills