SENIOR QUALITY AND PERFORMANCE ANALYST | BELO HORIZONTE / MG

Description

Job Summary: Localiza&Co is seeking a Senior Quality and Performance Analyst to strategically support the Customer Service area, with a strong emphasis on data analysis and process transformation. Key Highlights: 1. Strategic involvement in the Customer Service area 2. Analytical and data-driven focus for continuous improvement 3. Executive-level analytical support to leadership **LOCALIZA\&CO** Constant evolution has brought us this far. Alongside diverse talents and multifaceted skills, we connect to pursue our shared motivation: building the future of sustainable mobility. By valuing the individuality of each person, we drive extraordinary results, develop our operations, and create solutions for our customers. We are passionate about our story, our ideas, and our ability to bring them to life. We know that together, we go further. This is how Localiza\&Co connects with the future. **WHAT YOU WILL DO AS A SENIOR QUALITY AND PERFORMANCE ANALYST** We are looking for a **Senior Quality and Performance Analyst** to strategically support the **Customer Service** area, with a strong **analytical and data-driven focus**. This role will play a pivotal part in supporting operational management, responsible for analyzing data, identifying improvement opportunities, monitoring projects, and supporting the transformation of customer service processes. You will work directly with the leadership team of this area, providing strategic operational analysis and supporting initiatives aimed at improvement and transformation. **Key Responsibilities** * Analyze customer service operational data to identify bottlenecks, opportunities, and process improvements; * Work with large volumes of data related to customers and customer service in general; * Perform data cross-referencing to support decision-making and project prioritization; * Monitor project implementation and measure their impact on operations; * Act as an interface between the Customer Service area and other company departments; * Support leadership with executive-level analyses and a strategic view of operations; * Proactively drive continuous improvement of the customer experience. **WHAT WE NEED** * Completed Bachelor’s degree * Profile with a strong **analytical orientation and process improvement focus**; * Proficiency in **Power BI** * Advanced **Excel** skills; * Experience with **databases**, including: * Data querying and manipulation; * Experience with **SQL**; * Experience with **GCP (Google Cloud Platform)** or similar database tools; * Ability to transform data into clear, actionable insights; * Strong interpersonal and communication skills for cross-departmental collaboration; * Business acumen and autonomy to **lead end-to-end analyses and projects**. **Nice-to-Haves (not mandatory)** * Prior experience in customer service analysis, quality, performance, or customer experience; * Experience in process transformation and structuring environments. **BENEFITS OF THIS POSITION** * Profit Sharing * Food Allowance * Meal Voucher * Health Insurance * Dental Insurance * Gympass * Private Pension Plan * Transportation Allowance * Allya * Unlimited access to various courses offered by Localiza University * Internal training and development programs * Discounts on vehicle purchase and rental **Experience being Localiza\&Co and help build the future of mobility with us!** We are one of the **world’s largest and most comprehensive mobility platforms**, integrating multiple innovative and efficient solutions. This achievement stems from the extraordinary work of over **20,000 employees** across more than **900 agencies** in Latin America. We believe movement drives transformation, which is why we encourage continuous development among our employees. **We contribute to a more sustainable, diverse, and inclusive world.** ### **THE L\&CO WAY** * We develop and recognize our team by encouraging high performance * We genuinely care for one another and enjoy the journey * We build trust together through open conversations and embrace final decisions * We delight with simple, surprising friendliness * We innovate based on customer needs—experimenting to evolve * We prioritize the customer and cultivate long-term relationships * We generate exceptional value with a long-term vision * We do more with less, increasing our productivity * We contribute to a more sustainable, diverse, and inclusive world * We act boldly, tenaciously, and humbly * We decide swiftly and act with responsible autonomy * We pursue excellence with simplicity ### **JOIN US AS \#SANGUEVERDE** We believe in the unique value of every individual. We celebrate differences and open doors so everyone can grow and achieve their dreams. **Join us and be part of a team that transforms opportunities into achievements!**