Junior Commercial Services Quality Analyst

Description

Job Summary: This role involves developing and updating KPIs, analyzing and reporting data, participating in process improvement projects, and collaborating on operational workflow design. Key Highlights: 1. A solid environment to grow with confidence and build a purpose-driven future. 2. Collaborate in developing and updating key performance indicators (KPIs). 3. Support data analysis to improve commercial processes. **Your future deserves this energy!** We believe the energy you invest in your career deserves a meaningful return. Therefore, we recognize our employees’ dedication and continuously seek individuals who wish to make a difference and build a prosperous, secure career path. At CPFL, you’ll find a solid environment to grow with confidence, security to advance, and space to build a purpose-driven future. **Junior Commercial Services Quality Analyst** Where you’ll work: Campinas, SP Work model: On-site Company: CPFL Piratininga, a company of the CPFL Energia Group. **REQUIREMENTS:** * Bachelor’s degree completed; * Proficiency in Microsoft Office suite required; * Ability to manipulate and analyze data required; * Knowledge of SAP system required; * Availability to work on-site in Campinas/SP required. **PREFERRED QUALIFICATIONS / DIFFERENTIATORS:** * Experience in data analysis, KPIs, and PowerPoint presentations; * Knowledge of Power BI, Python, Power Apps, Power Automate, SharePoint lists, and SQL; * Experience in contract and contractor management; * Agile methodologies knowledge preferred; * Background in electrotechnology or related fields; EXPECTED BEHAVIORAL COMPETENCIES Assertive communication, strong interpersonal skills, and excellent service delivery to internal and external customers; Analytical, planning-oriented, organized, with a sense of urgency, resilience, completion-focused, and solution-driven; **Your day-to-day responsibilities:** * Assist in developing and updating operational and strategic KPIs for commercial services, contributing to deviation diagnosis and root cause analysis using quality tools such as PDCA (Plan-Do-Check-Act) and Ishikawa diagrams. * Support analysis of data and management reports related to customer experience and service quality, enabling improvements in commercial processes. * Participate in process and system improvement projects, representing the area on topics involving consumer service and operational efficiency. * Collaborate in designing and updating operational workflows, internal controls, and commercial training materials. * Contribute to annual budget development for the area and monitor its monthly execution, flagging deviations and proposing solutions. * Support regulatory inspections by ARSESP (São Paulo State Sanitation and Energy Regulatory Agency), ANEEL (National Electric Energy Agency), and internal audits, assisting in action plan development and monitoring. * Analyze and respond to customer complaints and external entities such as Procon, municipal governments, and city councils, ensuring compliance with sector-specific legislation and established deadlines. * Provide technical support for drafting legal defenses in judicial actions related to commercial services. * Research and suggest technologies, tools, and automation solutions to enhance departmental process efficiency. * Address commercial requests from customers, ensuring adherence to regulated deadlines and promoting customer loyalty and satisfaction. **What we offer:** * Transportation allowance; * Meal allowance; * Food allowance; * Medical assistance; * Dental assistance; * 6-month maternity leave and 20-day paternity leave; * Daycare assistance (subject to eligibility rules); * Life insurance; * Profit-sharing program (PLR); * Wellhub; * “Fale Comigo” Program (free, confidential telephone-based support for psychological, legal, financial, and social assistance). **Learn more about us:** We operate in Brazil’s electric power sector and have a solid history since 1912, contributing to the development of cities and states we serve through solutions in **power generation, transmission, distribution, energy trading, and service provision.** Since 2017, the Group has been part of State Grid—the world’s largest electric power company—strengthening our growth strategy and leadership position in Brazil’s power sector. Through our distribution companies, we deliver electricity to over 10 million addresses—serving more than 22 million people—with the efficiency of our service network. We believe diverse teams and an inclusive environment for all people are essential for the sustainability of innovative, customer-focused organizations; therefore, we value diversity and guide our actions to ensure an inclusive culture and equal opportunities for everyone. Want to learn more about CPFL Group? Visit: https://www.grupocpfl.com.br/