Description: Mandatory requirements: * Higher education completed or in progress in Administration, Management Processes, Communication, Marketing, Service Management, Psychology or related fields. * Experience in customer service, preferably in a Call Center. * Interest in working with new technologies. Desirable requirements: * Good oral and written communication; * Teamwork skills; * Communicative profile; * Dynamic profile; * Courses related to the field; * Knowledge of Excel, Power BI, diagramming tools; * Experience in Process areas; * Affinity with insights into technologies; * Mastery of communication techniques and conflict resolution. * RESPONSIBILITIES: * Ensure the proper functioning of the quality management system; * Analyze and optimize internal department processes, ensuring operations meet customer and organizational expectations. * Organize and coordinate internal and external actions, monitoring all stages of the process, from initial planning to final execution, to ensure a positive customer experience. * Monitor logistics and adherence to deadlines related to processes and materials required for customer experience department initiatives and actions. * Prepare detailed reports on processes, actions taken, and results achieved, highlighting success points and improvement opportunities. * Collaborate with other company departments to ensure customer experience department actions align with organizational strategy and stakeholder expectations. * Guarantee department processes are executed on time and according to defined quality standards. * Monitor the development and execution of customer experience-related projects, proposing adjustments to improve outcomes. * Analyze data and reports to identify customer trends and behaviors, contributing to process adjustments and increased satisfaction. * Contribute to the planning and execution of training programs for the customer experience team, enhancing performance and results delivery. * Perform other job-related tasks as directed by leadership. * Know and comply with the company's quality policy guidelines. * Know and comply with regulatory procedures related to your activity and department. \* Organize the work environment effectively, both individually and as a team. * AUTHORITY: * Make decisions regarding implementation and adjustments to customer experience department processes, aiming to optimize operations and improve customer experience. * Escalate critical issues to responsible departments, proposing appropriate solutions when necessary. * Define priorities for department actions and processes, allocating resources effectively to meet company and customer demands. * Define metrics to evaluate the success of implemented actions, adjusting strategies according to results. 2510250202201831404