Description: What we are looking for: * Bachelor’s degree in Administration, IT, Project Management, or related fields; * Postgraduate degree in Project Management, Quality, or similar areas is a plus; * Agile certifications (Scrum, Kanban, or equivalents); * Proven experience with Zendesk (Support, Guide, Explore), including SLAs, triggers, automations, and reporting; * Experience analyzing large volumes of customer support data; * Proficiency in BI tools (Power BI, Looker, Tableau) and advanced Excel/Google Sheets; * Experience with chatbots/BOTs, AI applied to customer support, or similar tools; * Solid experience with process optimization methodologies. We seek a Senior Process and Quality Analyst with strong expertise in Zendesk, BOT/AI management, advanced analytics, and continuous improvement. This professional will be responsible for driving excellence in customer support, ensuring operational efficiency, high customer satisfaction, and process governance. Zendesk Implementation and Management * Configure, customize, and evolve the Zendesk platform according to business needs; * Create and manage automations, business rules, SLAs, triggers, macros, and access controls; * Conduct advanced analyses and develop reports using Zendesk Explore. BOT/AI Management * Lead the operation, monitoring, and evolution of chatbots (AI-based or rule-based); * Increase automated resolution rate and user satisfaction. Root Cause Analysis (RCA) * Conduct in-depth RCAs to identify root causes of recurring issues, KPI deviations, or dissatisfaction; * Propose and implement corrective and preventive action plans. Continuous Improvement and Projects * Lead efficiency projects, leveraging data for decision-making; * Map, design, and review critical customer support processes; * Ensure standardization, governance, and best practices (including agile methodologies). Monitoring and Metrics * Analyze support interactions, metrics, and feedback to generate strategic reports; * Structure, maintain, and enhance the corporate Knowledge Base; * Implement data governance practices to ensure information accuracy; * Develop analytical dashboards in Power BI and consolidate customer-related metrics. KPIs and Metrics * Monitor, measure, and report KPIs such as: CSAT, NPS, FRT, AHT, FRT, and SLAs; * Conduct Capacity Planning to appropriately size the support team. Integration and Strategic Collaboration * Collaborate cross-functionally across departments to ensure alignment and focus on the customer journey; * Generate strategic insights to support managers and senior leadership. 2512210202551876166