We are looking for new talents to join our team. If you enjoy technology, have an affinity for teamwork, value people, are dynamic and committed to continuous improvement, come join our team. **Responsibilities and duties** * **RESPONSIBILITY:** * Ensure the proper functioning of the quality management system; * Analyze and optimize internal departmental processes, ensuring operations * meet customer and organizational expectations. * Organize and coordinate internal and external actions, monitoring all stages of the * process, from initial planning to final execution, to ensure a * positive experience for customers. * Monitor logistics and compliance with deadlines related to processes and * materials required for actions and initiatives in the customer experience department. * Prepare detailed reports on processes, actions performed and results * achieved, highlighting successful points and opportunities for improvement. * Collaborate with other company departments to ensure that actions from the * customer experience department are aligned with organizational strategy and * stakeholder expectations. * Ensure departmental processes are executed on time and according to defined * quality standards. * Monitor the development and execution of projects related to customer * experience, proposing adjustments to improve results. * Analyze data and reports to identify customer trends and behaviors, * contributing to process adjustments and increasing satisfaction. * Contribute to the planning and execution of training for the customer * experience team, enhancing performance and results delivery. * Perform other tasks related to the position, as directed by leadership. * Know and comply with the company's quality policy guidelines. * Know and comply with regulatory procedures related to your activity and department. \* lOrganize the work environment effectively, both individually and as a team. * **AUTHORITY:** * Make decisions regarding implementation and adjustments to processes in the * customer experience department, aiming to optimize operations and improve customer experience. * Escalate critical issues to responsible departments, proposing appropriate * solutions when necessary. * Define priorities in departmental actions and processes, allocating resources * effectively to meet company and customer demands. * Define metrics to be used to evaluate the success of implemented * actions, adjusting strategies according to results. **Requirements and qualifications** **Mandatory prerequisites:** * Completed or ongoing higher education in Administration, Management Processes, Communications, Marketing, Service Management, Psychology or related fields. * Experience in customer service, preferably in call centers. * Enjoy working with new technologies. **Desirable prerequisites:** * Good oral and written communication; * Teamwork skills; * Communicative profile; * Dynamic profile; * Courses related to the field; * Knowledge of Excel, Power BI, flowcharting tools; * Experience in Process areas; * Affinity with insights into technologies; * Mastery of communication techniques and conflict resolution. **Additional information** **Field of activity:** Process Specialist **Working hours:** 44 hours per week, from **Monday to Friday** **Employment type:** CLT – **On-site** **Benefits that make a difference for you!** Transportation allowance Food allowance Health insurance (60% covered) Dental insurance SulAmérica Optum – Health and well\-being Creditas – Financial benefits Life insurance Partnerships with educational institutions Access to SESI (all branches) Access to SESC (Garanhuns \- PE) \#SOMOSPROXXIMA Since 2021, we have had the mission to **bring people closer to their desires**, offering innovative solutions that transform lives for the better, generating value for society as a whole. We operate with quality, agility and, above all, focus on people, who are our greatest purpose. We seek individuals who are **dynamic, authentic and willing to make a difference**. More than filling vacancies, we want to **build genuine connections with those who believe in collaboration, innovation and mutual respect**. Throughout our journey, we continue achieving certifications: * ISO 9001:2015 * GPTW Certification \- Jan 2025 \- Jan 2026 * Awarded GPTW Diversity 2025 Company \- Young Talents Category To make this a reality, we count on our most valuable asset: our team. **Grow with us!** \#VemPraProxxima