Customer Service Representative providing positive experiences in insurance support via phone calls. Handling policy inquiries and maintaining customer relations on a hybrid schedule.
About the role
- Not provided.
Responsibilities
- You will play a key role in supporting the area's data-driven culture, being responsible for giving our customers a voice through data.
- You will work from data collection and processing to creating dashboards and reports that monitor the main CX metrics (NPS, CSAT, CES).
- Your work will provide the evidence needed for the CX and Operations teams to make strategic decisions that ensure customer satisfaction and loyalty.
- Collect, clean and process data from various sources related to the customer journey and the company's operations, ensuring data quality, integrity and consistency for analysis.
- Analyze and cross-reference data daily within the Voice of the Customer Program and CX projects.
- Monitor NPS (Net Promoter Score), the company's main metric, daily, and other drivers such as CES/CSAT, as well as their trigger data and accuracy.
- Cross-reference operational indicators with CX metrics.
- Contribute to the design, review and maintenance of recurring and ad hoc survey distributions.
- Create and maintain dashboards and reports that turn complex data into actionable insights for the CX team and for store, logistics and back office operations.
- Collaborate with multidisciplinary teams such as technology, data, commercial, operations, process and design in the analysis and monitoring of customer data across the company.
- Document processes, metric definitions, analytical criteria and deliverables.
- Produce presentations with clear, data-driven storytelling.
- Monitor and respond to area tickets.
Requirements
- Bachelor's degree in a quantitative field (Statistics, Mathematics, Data Science, Engineering, Computer Science or related disciplines).
- Strong analytical skills, with the ability to process, consolidate and interpret data for decision-making.
- Knowledge of SQL for data manipulation.
- Advanced Excel for quick analyses (pivot tables, VLOOKUP, etc.).
- Experience with Power BI/Tableau or other data visualization tools.
- Methodological knowledge of data modeling — how databases work (dimensions, filter context, row context, calendar tables, and how different data tables relate).
- ETL knowledge to extract, transform and load data, performing full data cleaning to ensure 100% accuracy and trust in the dataset before analysis.
- Ability to work in agile, dynamic environments and adapt quickly to change.
- Preferred qualifications:
- Knowledge of data visualization best practices.
- Familiarity with CX metrics (NPS, CES, CSAT, etc.).
- Experience with NPS programs and CX platforms such as Qualtrics or Medallia.
- Knowledge of Databricks (creating notebooks, queries/views, etc.).
- Basic to intermediate Python: ability to perform small data analyses, task automation and ETL.
- Knowledge of predictive modeling to forecast risks.
Benefits
- Medical and dental insurance;
- Life insurance;
- Meal allowance;
- Transportation voucher;
- Vacation bonus;
- Pharmacy assistance;
- Assistance for dependents with disabilities;
- Wellhub (well-being platform);
- Day off in the month of your birthday;
- Discount on Portobello product purchases;
- Discount network - partnerships with various institutions;
- Profit Sharing and Results program;
- Aprende Shop (online content platform);
- Training and Professional Development programs.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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