🛠 Tech Stack

💼 About This Role

You'll join the CX team of a major financial institution to analyze interactions and drive improvements. You'll identify root causes, propose solutions, and enhance client satisfaction. Data-driven quality audits and strategic recommendations are key.

🎯 What You'll Do

• Evaluate calls, chats, and emails against quality criteria.
• Identify root causes and propose improvement actions.
• Analyze qualitative and quantitative data to generate insights.
• Track and report quality indicators (CSAT, NPS, SLA).

📋 Requirements

• Bachelor's degree in Administration, Quality, Statistics, or related fields.
• Intermediate Excel skills.
• Prior customer service experience.
• Knowledge of financial market products and processes.

✨ Nice to Have

• Data analysis skills (e.g., Data Bricks).
• SQL query knowledge.
• Familiarity with AI tools.

🎁 Benefits & Perks

• 🏥 Health and dental insurance
• 🏋️ Wellhub (Gympass)
• 🍽️ Meal and food voucher
• 👶 Extended parental leave (6 months maternity, 20 days paternity)
• 💰 Exclusive investment funds and credit options

📨 Hiring Process

Estimated timeline: 4-6 weeks

1. 1Resume screening· 1 week
2. 2General tests (Mindsight & Predictive Index)· 1 week
3. 3Video interview· 30 min
4. 4Interview with recruitment team· 45 min
5. 5Interview with leadership· 45 min
6. 6Interview with peers· 45 min