Wholesale Operations Analyst ensuring operational excellence and compliance in U.S. and Canadian wholesale processes. Managing reconciliation challenges and serving as the primary SME for the North America Service Center.
About the role
- Junior Customer Experience Analyst at Stefanini managing sensitive client inquiries and improving quality indicators. Collaborating for efficient customer journeys with a focus on satisfaction metrics.
Responsibilities
- Support the customer experience by directly handling sensitive and strategic inquiries from critical channels such as Ombudsman (Ouvidoria) and Reclame Aqui.
- Monitor and analyze quality metrics, propose process improvements, and contribute to building more efficient customer journeys aligned with customer satisfaction.
- Handle or manage cases in critical channels (Ombudsman, Reclame Aqui, Procon or similar).
- Analyze quality indicators such as NPS, CSAT, SLA, resolution time, and recurrence.
- Draft formal, conciliatory, and resolution-focused responses with excellent written communication.
Requirements
- Bachelor's degree completed or in progress (Administration, Communications, Relationship Management, Management Processes, or related fields)
- Previous experience in customer service or case management in critical channels (Ombudsman, Reclame Aqui, Procon, or similar)
- Proficiency in Microsoft Office suite
- Excellent verbal and written communication
- Experience with quality metrics (NPS, CSAT, SLA), resolution time, and recurrence
- Ability to craft formal, conciliatory, and resolution-oriented responses with strong written communication skills
- Experience with the Hugme platform (plus)
- Experience with Salesforce (plus)
- Knowledge of Insurance, Dental, Capitalization, or Consortium products (advantage)
Benefits
- Meal or food voucher
- Discounts on courses, universities, and language schools
- Stefanini Academy - platform with free, up-to-date online courses and certificates
- Mentoring
- Benefits club for medical consultations and exams
- Medical assistance
- Dental assistance
- Discount club with benefits at leading establishments
- Travel club
- Pet care benefits (partnership)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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