Junior Customer Service Analyst

Description

Job Summary: The Senior Quality Analyst ensures delivery process compliance, guaranteeing logistical standards and customer satisfaction through audits and analyses. Key Highlights: 1. Conducts evidence analysis and monitors incidents 2. Performs internal audits to ensure delivery compliance 3. Participates in quality meetings and committees The Senior Quality Analyst is responsible for ensuring the quality and compliance of the final customer delivery process, guaranteeing that all logistical steps adhere to company and client-established standards and requirements. The role involves analyzing evidence, monitoring incidents, and conducting audits to identify deviations and improvement opportunities. It also supports operational best practices, enhancing delivery efficiency and customer satisfaction through direct communication. * Conduct internal audits via WhatsApp and corporate systems, verifying delivery compliance, recordkeeping, and evidence shared with or by the customer. * Analyze quality and logistics performance indicators, considering delivery incidents, customer service interactions, and evaluations such as NPS, CSAT, and received feedback. * Monitor customer service failure records, including address discrepancies, driver conduct issues, missing items, delays, and receipt problems. * Track documentation and corrective/preventive actions with responsible departments, ensuring appropriate customer follow-up when required. * Participate in performance review meetings and quality committees, presenting analyses, customer impact assessments, and recommendations for service and delivery improvements. * Maintain updated and traceable records and documentation within the Quality Management System, ensuring visibility of customer service history. * Participate in audits related to the delivery process and customer experience, ensuring adherence to operational requirements set by the company and partners. Employment Type: Permanent CLT Compensation: Starting from R$2\.400,83 per month Benefits: * Medical insurance * Dental insurance * Food basket * Free parking * Commuter allowance