CX Supervisor - Quality and Process Improvement

Description

Job Summary: We are seeking a CX Supervisor focused on innovation, who will lead quality, training, and process improvement teams, and maintain a customer-centric mindset. Key Highlights: 1. Leadership of CX and process improvement teams 2. Focus on efficiency of the customer and employee journey 3. Development and implementation of continuous improvements We seek individuals driven by innovation, who pursue creative solutions and fresh perspectives, maintain a customer-focused outlook, and recognize that curation and shared knowledge are the best ways to build trust-based relationships. Do you identify with this? Then Víssimo is for you. Join our team! **Responsibilities and Duties** **As a CX Supervisor - Quality and Process Improvement, you will:** * Lead the VOC, Quality, Training, Process Improvement, and Anti-Fraud teams; * Develop, implement, and review service processes, procedures, and systems based on regulatory recommendations, Consumer Protection Code, New SAC Law, benchmarking, etc.; * Support the team in testing and auditing activities such as quality monitoring, mystery shopping, and service calibration; * Monitor and implement improvements based on Voice of Customer, Training, and Quality program metrics, focusing on efficiency of the customer and frontline employee journey; * Manage the Training pipeline, preparing necessary content and campaigns to enhance and develop the team; * Implement improvements, automated workflows, and AI in service systems and processes; * Support and monitor cross-functional action plans to resolve issues impacting customer experience; * Manage and monitor area costs versus budget, processing purchase requests and suggesting improvements to reduce costs and increase efficiency in processes and systems; * Oversee fraud analysis and resolution activities for both brands, monitoring incidents and proposing improvements with partners and systems to minimize financial impact on the business and customers. **Requirements and Qualifications** **To succeed, we expect you to have:** * Strong communication skills, positive attitude, and good interpersonal relationships; * Experience leading people; * Analytical mindset, data-driven approach, and business acumen; * Advanced knowledge of Quality tools (Process Mapping, Cause-and-Effect Diagram, FMEA, SIPOC, etc.); * Intermediate knowledge of project methodologies such as DMAIC-Six Sigma, Lean, and Agile; * Experience in Quality and Customer Service; * Advanced knowledge of customer service platforms such as Zendesk and Twilio; * Advanced knowledge of Quality systems such as 2Clix and Beedoo; * Bachelor’s degree in Business Administration, Engineering, or related fields. **It would impress us if you also have:** * SAP knowledge; * AI Hub knowledge; **All positions are open to people with disabilities (PwD)** **Víssimo’s selection processes make no distinction based on gender, sexual orientation, religion, belief, socioeconomic status, or race.** **Additional Information** **Here, you’ll find:** * Space to create and collaborate with the team, bringing your unique personality and proven expertise from previous experiences; * Benefits including: Transportation Allowance, Meal/ Food Allowance, Medical and Dental Insurance, Pharmacy Benefit, Pet Benefit, Gym Benefit (Wellhub), Birthday Day Off, Discounts at Wine Locals, Creditas, and discount clubs for Evino and Grand Cru products; * 100% remote work schedule; * Monthly All Hands meeting: casual chat with our CEO and directors; **Where are we located?** **Rua Bela Cintra, 986 - 8th floor - Consolação - SP** **Follow us on social media:** * Instagram: @Vissimogroup | @evino | @grandcruvinhos * https://www.linkedin.com/company/vissimo-group/ linkedin.com/company/evino / linkedin.com/company/grand-cru-importadora-ltda/ * facebook.com/evino / facebook.com/grandcruvinhos * Twitter: @evino * youtube.com/evino / youtube.com/c/grandcru / Víssimo Group is a blend of two well-known wine market brands. Evino and Grand Cru united to win the hearts and celebrate the palates of everyone who wishes to fully embrace wine and life. The group was founded in early 2022 following Evino’s acquisition of 100% of Grand Cru’s operations. The union of these two market-leading brands enables Víssimo Group to offer Brazil’s largest and most qualified portfolio of domestic and imported wines. The holding company operates through franchises, company-owned stores, live commerce, apps, e-commerce, subscription clubs, and distribution to top restaurants, hotels, bars, gourmet shops, and supermarkets. The Víssimo Essence—expressed through beliefs, purpose, aspirations, and principles—guides our daily actions. Thus, we strive to deliver enjoyable and memorable experiences with beverages and food, enriching people’s lives and sharing unique knowledge about the world of fine dining. **If you resonate with our way of celebrating, come toast this story with us!**