Description: * Completed undergraduate or technological degree. * Microsoft Office: intermediate level. * Agile methodologies: advanced level. * Knowledge of Customer Experience (CX). * Experience with Net Promoter Score (NPS) tools. * Experience with customer service quality research tools. * Process Management: basic level. * Analyze and execute quantitative and qualitative metrics (NPS, CSAT, FCR, Complaints, Resolution Time), identifying patterns, improvement opportunities, and critical points in the customer journey. * Conduct monitoring across customer service channels (audio recordings, chats, calls), following scripts and criteria defined by the department to ensure interaction quality. * Deliver training to internal teams and implement best practices for customer service and compliance with internal policies. * Prepare analytical reports with relevant insights for internal departments, presenting recommendations for adjustments to processes, technology, and communication. * Conduct customer surveys and interviews, consolidating results to support strategic decision-making and enhance the experience across various touchpoints. * Execute more complex monitoring plans, evaluating interactions and proposing improvements that directly impact service quality. * Support customer experience improvement initiatives, collaborating with internal departments to implement solutions. * Contribute to customer retention and loyalty strategies, using metrics and prioritization methodologies to guide actions. 2512190202551927301