Senior User Success and Data Analyst

Description

Job Summary: BocaTV is seeking a Data Analyst to manage complaints, monitor resolutions, and communicate with users to ensure problems are resolved. Key Highlights: 1. Collect, organize, and update complaints daily. 2. Monitor and report the problem resolution rate. 3. Contact users directly to inform them of resolutions and verify their status. BocaTV is looking for a Data Analyst to consolidate data on published complaints, resolved issues, and communicate with individuals who submit complaints — notifying them upon publication and verifying whether the issue has been resolved. **Employment Type:** CLT, fully in-person (Itaim Bibi \- SP) **Main Responsibilities:** * Collect, organize, and update daily the volume of complaints received and published on the platform. * Monitor and report the problem resolution rate, keeping performance dashboards up to date. * Contact users directly to inform them about the publication of their complaints. * Execute the \\"post-sales\\" workflow: follow up with complainants to verify whether the issue has been effectively resolved after publication. * Identify complaint patterns to suggest improvements to internal processes and the platform. **Behavioral Competencies:** * **Empathy and Communication:** Ability to interact with users who often face sensitive issues. * **Organization and Rigor:** Attention to detail to ensure no data is lost and no user is left without follow-up. * **Proactivity:** Ability to anticipate bottlenecks in the publication and resolution workflow. * **Results Orientation:** Focus on closing the full cycle (from complaint to resolution). **Technical Competencies:** * Proficiency in spreadsheet tools (Excel or Google Sheets) for data management. * Experience with CRM or customer support/ticketing systems. * Strong writing skills (clarity, grammar, and tone appropriate for BocaTV). * Basic understanding of data visualization (charts and performance indicators \- KPIs). **Education:** * Business Administration / Journalism or Social Communication / Information Technology Management (ITM) or Systems Analysis