Mid - Level Decision Science Analyst at USAA providing analytical support to business areas. Utilizing statistical techniques and data analysis to drive business strategies and decision - making.
About the role
- Quality Analyst responsible for monitoring and evaluating customer service at Vivo Vita, providing feedback and training for continuous improvement. Collaborating with internal teams to ensure quality standards and compliance.
Responsibilities
- Monitor calls to assess the quality of service.
- Evaluate call monitoring results and ticket records in the system.
- Provide individual feedback to analysts to encourage continuous development.
- Identify training and refresher needs based on monitoring and performance indicators.
- Prepare, organize and deliver technical and behavioral training to the team.
- Maintain an up-to-date, organized document repository, ensuring standardization of information.
- Develop and implement motivational campaigns to engage and recognize the team.
- Support the manager in identifying and tracking internal talent for development plans.
- Prepare quality reports and KPIs, highlighting opportunities for improvement.
- Collaborate with internal teams to define and standardize processes related to Service Desk operations.
- Support internal and external audits, ensuring compliance with IT governance standards and best practices.
Requirements
- Education: Bachelor’s degree completed or in progress in Information Technology, Engineering, Business Administration or related fields.
- Knowledge of ITIL best practices (especially Incident, Problem and Change Management).
- Analytical skills, strong communication, proactivity and a critical mindset to propose service improvements.
Benefits
- Meal voucher (Pluxee Benefits);
- Medical and Dental insurance (extendable to dependents);
- Life insurance;
- Private pension plan;
- Exclusive Vivo offer with special discounts on landline, broadband, TV and apps;
- Dynamic, collaborative and innovative environment: to keep up with the market and continue innovating, our pace is fast and our learning curve is steep.
Job title
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