Monitor customer experience through analysis of volume metrics, satisfaction indicators, and channel behavior
Responsible for identifying deviations, supporting root-cause analyses, documenting findings, monitoring critical issues, and contributing to journey mapping and continuous improvements
The position involves daily review of dashboards, analysis of operational data, gathering evidence (voice of the customer, metrics, and journeys), and preparing reports and presentations to support tactical and operational decisions

Previous experience in Quality, Monitoring, Customer Experience, or related areas
Experience with operational data analysis, customer service, or customer journey analysis
Analytical ability to interpret data and identify trends
Critical, organized profile with a focus on continuous improvement
Proficiency in Excel and experience reading dashboards in Power BI
Familiarity with CX metrics (NPS, CSAT, FCR, recontact/repeat contact)

Continuous Improvement Analyst – Junior

Key skills