Analista Contábil managing reconciliações financeiras and customer inquiries at JL Ramos. Seeking adaptable and tech - savvy candidates for a dynamic work environment.
About the role
- Quality Analyst improving conversational flows in digital customer service channels. Responsible for monitoring customer experience in URA and Chatbot systems.
Responsibilities
- Analyze curation indicators such as retention, intents, abandonment, CSAT, FCR, CES, identifying efficiency opportunities for digital service channels (IVR and chatbot);
- Propose usability (UX) improvements to conversational flows;
- Implement and manage conversational flows using Artificial Intelligence for digital service channels (IVR and chatbot);
- Participate in working groups to identify problems and solutions for efficiency and experience of digital service channels (IVR and chatbot);
- Work in partnership with other departments to ensure alignment across business areas;
Requirements
- Bachelor’s degree (completed);
- Advanced knowledge of Microsoft Office suite;
- Knowledge of KPIs and metrics for digital service channels;
- Experience curating chatbots and digital service channels;
- Experience implementing and managing conversational flows;
- Good communication and teamwork skills;
- Analytical ability and attention to detail;
- Experience with generative AI in conversational flows;
- Experience in retail or financial services environments;
- Experience with customer service platforms (Salesforce);
Benefits
- Transportation allowance and/or shuttle for positions at our distribution centers (DCs)*
- Meal/food allowance
- Christmas grocery voucher
- Home office allowance (for hybrid or remote work contracts)*
- Multi-purchase credit card
- Employee discount at our stores
- Health insurance
- Dr. Be (telemedicine, telepsychology, nutritional coaching and sports coaching)
- Wellhub (Gympass)
- Programs and campaigns developed to promote self-care, health and well-being of our employees and their families
- Balance methodology applied with leadership and teams to strengthen communication and recognition, well-being, and work style/tools
- Dental plan
- Univers – discounts at Raia and Drogasil pharmacies
- Pet health plan
- Running coaching
- Discounts at universities, schools, language and vocational courses
- Tickets for cinemas, parks and more
- People with disabilities are welcome to apply to all our opportunities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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