CX Analyst

Description

We are a technology company driven by constant innovation and the high quality of our services, with a vision to establish ourselves as the leading REGIONAL provider in the North Corridor. Therefore, we drive digital transformation that enhances our customers' autonomy, personalization, and real-time decision-making, placing them in control of their digital lives—with security and reliability. **Because we believe that by connecting people, we connect the world!** Are you an organized person, detail-oriented, and comfortable with administrative routines? At Inetvip, we are looking for someone to join our Relationship team, actively executing departmental routines and ensuring organization, compliance, and agility in processes. * Monitor customer experience indicators and departmental performance; * Route requests to responsible teams, ensuring timely handling within established deadlines; * Analyze, map, and document the customer journey, identifying improvement opportunities; * Provide technical and operational support to CX Assistants; * Collaborate with supporting departments to align and resolve requests; * Handle complex requests and incidents; * Deploy, analyze, and monitor satisfaction surveys; * Collect, analyze, and track customer feedback; * Prepare management reports and present results to management; * Conduct call monitoring for low-scoring interactions, identifying improvement opportunities; * Monitor processes, workflows, and service scripts; * Participate in cross-departmental meetings to align and implement improvements; * Continuously review and update the customer journey based on collected data; * Contribute to the strategic planning of the Customer Experience department; * Deliver training and refresher sessions for the team; * Propose improvements to customer experience–focused processes; * Analyze the impact of implemented improvements by tracking results and key metrics. **Requirements** Completed high school education Technical or undergraduate studies in a related field currently in progress 1 year of professional experience