Research and Quality Analyst – Mid-level
São Paulo, São Paulo, Brazil
Full Time
3 hours ago
No Sponsorship
Key skills
Salesforce
About this role
Role Overview
- Analyze complaints recorded via NPS surveys and manage complaints submitted through Reclame Aqui.
- Create survey forms/questionnaires (Customer and Broker).
- Monitor survey results and work with business areas.
- Develop action plans and perform Closed Loop Feedback.
- Prepare reports tracking results, action plans and CLFs.
- Monthly presentation of results by MOTs.
- Ensure surveys are being sent and that reminders/follow-ups are performed according to respondents.
- Monitor respondent ratings and feedback to develop action plans with the responsible area.
- Conduct Closed Loop Feedback with detractor respondents.
Requirements
- Microsoft Office, especially Excel and PowerPoint
- Experience with commercial survey tools is desirable/a plus
- Knowledge of Salesforce is a plus
- NPS or quality survey training is desirable
Benefits
- Meal and food allowance (meal and grocery vouchers)
- Health and dental insurance
- Life insurance
- Mobility (parking, fuel, transportation)
- Telemedicine service
- Travel benefits
- Hybrid work model
- 13th salary and Christmas basket
- Totalpass
- Profit-sharing (PLR)
- Payroll-deductible loan
- Salary advance
- Childcare and nanny allowance
- Advance payment of 13th salary in any month of the year
- Discount on Suhai insurance
- Early purchase and 15% discount on show tickets at Suhai Music Hall
- Day off during the birthday month
- Extended maternity and paternity leave
- Education incentive program
- Health and wellness campaigns
- Benefits club with exclusive discounts and advantages
- Casual dress code
- Work environment certified by Great Place to Work (GPTW).