Job Summary: Quality professional to work in Satisfaction Management, integrating strategy, data, and operations to translate the customer's voice into tangible improvements. Key Highlights: 1. Professional growth in a dynamic and challenging environment 2. Transforming lives and connecting people to a better future 3. Focus on innovation and real impact A professional to join our Quality team, working in Satisfaction Management. The professional will be responsible for integrating strategy, data, and operations to translate the customer's voice into tangible improvements in services, processes, and channels, linking customer needs to internal departments and ensuring governance of indicators and continuous improvement action plans. This is the ideal place for those seeking professional growth in a dynamic and challenging environment. About the Company Sabesp (Companhia de Saneamento Básico do Estado de São Paulo) is responsible for water supply and sewage collection and treatment across 377 municipalities in São Paulo State, serving 28 million inhabitants. It is one of the world’s largest sanitation companies and the largest in Brazil. The Company will advance five decades in five years, expanding access to drinking water and basic sanitation for millions of people. Its commitment is to anticipate by four years the targets established by Brazil’s Sanitation Legal Framework, thereby aiming to provide dignity, health, and sustainable development for millions of Brazilians while preserving natural resources for future generations. Here, our essence is transforming lives. Our purpose is to connect people to a better future, delivering essential services with excellence and commitment to health and the environment. We dream big: we aim to become a global leader in basic sanitation, driving a more sustainable society and generating robust, long-term value for our shareholders. Our culture comes alive when we deliver purpose-driven results, care for the customer in every detail, think and act like owners, recognize those who make things happen, collaborate with trust and transparency, and always follow ethics and safety as our guiding principles. This is the Sabesp way—to transform the present and prepare the future. We value the care and well-being of our employees, providing a welcoming and dynamic work environment. With infrastructure designed to support and inspire our teams, the Company reinforces its commitment to this transformation journey. **Responsibilities and Duties** * Act as a strategic interface between Operations and Customers, translating customer expectations into operational requirements and deploying action plans to improve customer experience. * Manage governance of CX KPIs (including NPS, satisfaction, and volume of customer feedback), conduct critical analyses, propose corrective actions for identified deviations, and enhance processes. * Monitor and analyze results, propose methodological adjustments (e.g., questionnaires, sampling), and generate actionable correlations and insights for executive leadership. * Lead management of customer feedback (complaints, suggestions, compliments), including classification, handling, deadline/quality control, and preparation of managerial reports for decision-making; operate and evolve management dashboards (deadlines, quality, surveys), generate preventive alerts, monitor them, and coordinate actions to mitigate root causes and prevent recurrence. * Consolidate and provide regulatory information to the granting authority and regulatory agencies. * Conduct management cycles (monthly, bimonthly, quarterly) involving result analysis, root cause identification, Pareto-based prioritization, responsibility assignment, and effectiveness tracking of actions. * Develop structured analytical frameworks (Fact–Cause–Action), comparative analyses by region/block, and performance projections toward target achievement to facilitate meetings with Regional Directorates and operational teams, aligning corporate strategy with local execution. **Requirements and Qualifications** **Mandatory Requirements** * Solid experience in Customer Experience, Customer Service Quality, or related fields, with proven expertise in indicator governance, data analysis, and action plan management; * Experience managing customer feedback and delivering managerial reporting to support decision-making; * Practical experience leading committees and rituals with multidisciplinary operational areas and regional leadership, focused on root cause analysis and action effectiveness; * Proficiency in CX metrics (NPS, transactional/relational satisfaction) and their correlation with operational indicators; **Education** * Completed undergraduate degree in Administration, Engineering (Production, Environmental, Sanitary, Civil), Service Management, Economics or Statistics, Communication, Public Relations or Marketing, Technology, Information Systems, Data Science or Data Engineering * Specializations or MBAs in Customer Experience, Quality Management, Process Management, Analytics, Digital Transformation, or Service Design are a plus **Desirable Requirements** * Experience coordinating surveys (NPS, transactional and relational satisfaction), including monitoring, critical analysis, methodological adjustments, and insight generation; * Prior experience in the sanitation, utilities, or essential services sector, with exposure to multiple regional directorates and large-scale environments; **Additional Information** * Health Insurance * Private Pension Plan * Meal Voucher (VR) and Food Voucher (VA) * Transportation Voucher * Christmas Bonus * Birthday Day Off * Extended Maternity and Paternity Leave * Childcare Assistance for Mothers and Fathers * Wellhub (Gympass) Partnership * Profit-Sharing Program – PPR The new Sabesp is far more than a sanitation company. We are a force that moves cities, delivers quality of life to millions, and truly makes a difference! Continuously, we innovate to guarantee water supply and sewage collection for 375 municipalities across all regions of São Paulo State. But we don’t stop there! We will accelerate universal access to water and sewage services, anticipating by four years the goals set for 2033. And what makes all this possible? People! The new Sabesp is transforming with ambitious goals, transparent principles, and a passionate team. We are entering a new phase, with a fresh outlook toward the future. And every great future begins with a dream. More agile, more modern, and offering even greater growth opportunities for those who want to be part of this transformation. At the new Sabesp, you’ll find innovation, real impact, and an environment where your ideas and energy truly make a difference. If you seek purpose-driven work and the chance to transform lives, this is your place! **\#Let’sTransform! \#JoinSabesp!**