Quality Analyst responsible for operational report maintenance and strategic development. Collaborating with teams for continuous improvements in quality processes at Atento.
About the role
- Junior Customer Experience Analyst at Syhus, a firm focused on tech companies. Responsible for customer relationship initiatives and ensuring client satisfaction.
Responsibilities
- Responsible for creating and tracking customer experience initiatives (gifts, kits, among others)
- Organize schedules and/or regular interactions with customers to understand their needs and expected outcomes when using our services and/or products
- Act proactively to prevent possible cancellations and ensure the customer achieves the desired result and/or to adjust the contract if necessary
- Responsible for managing cancellation requests and/or orders, as well as informing about penalty policies and contract termination fees
- Satisfaction surveys and NPS
- Create and send NPS (Net Promoter Score) surveys
- Analyze results and satisfaction trends
- Map customers' main pain points
- Conduct qualitative interviews with customers
- Create insight reports for leadership
- Customer data analysis
- Monitor metrics such as NPS, churn (cancellations), retention, engagement, satisfaction
- Build customer experience dashboards
- Identify recurring issues in the customer journey
- Provide insights for product or operational improvements
- Customer communication
- Create official communications for the customer base
- Announce product, process, or deadline changes
- Organize crisis communications or operational adjustments
- Ensure communications are clear and transparent
- Customer relationship and retention
- Manage strategic customers
- Reach out to detractor customers (low NPS)
- Create retention plans
- Monitor churn risks
- Collect structured customer feedback
- Events and community relations
- Organize customer events
- Create relationship programs
- Organize webinars, meetups, or communities
- Strengthen networking among customers
- Partnerships and referral programs
- Manage customer referral programs
- Structure strategic partnerships
- Track partner or referral commissions
- Monitor performance of relationship channels
- Continuous improvement of the experience
- Map the customer journey
- Identify service or operational bottlenecks
- Suggest improvements for product, processes, and support
- Work closely with product, sales, and operations teams
Requirements
- Degree in Business Administration, Advertising, Marketing, or related fields
- Experience in customer relations (service, sales, or post-sales)
- Excellent communication and interpersonal skills
- Flexible and proactive
- Quick problem-solving and timely responses to customers
- Basic technology knowledge as a user
Benefits
- Meal allowance
- Culture voucher
- Home office allowance
- Transportation support for in-person meetings
- WellHub
- Conexa Saúde
- Psicologia Viva
- Health insurance
- Dental insurance
- Birthday day off
- Partnerships with educational institutions
- Life insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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