CX Quality and Training – Voice of the Customer – Contact Center Analyst

Job Description Hybrid This position requires on‑site presence 3 times per week. Responsibilities Operational Excellence: Align activities with GM’s standards for quality, safety, and efficiency. Participate in process improvement initiatives and support Six Sigma practices and enroll trainings. Team Collaboration : Work effectively with cross‑functional teams including quality engineering, manufacturing, logistics and sales. Customer Focus : Exceed customer expectations by delivering high‑quality products and services and engage in continuous improvement focusing on customer experience. Professional Development : Participate in ongoing learning opportunities and coordinate training for agents and team leaders. Compliance and Ethics : Adhere to GM’s Code of Conduct and promote ethical behavior and respect for diversity. Innovation : Propose new ideas, support research and development, and embrace emerging technologies. Quality Oversight & Governance: Conduct independent audits of suppliers and customer interactions, partner with supplier QA teams, develop and maintain governance frameworks and reporting, provide performance feedback and recommendations, and ensure supplier QA processes meet standards. Training Governance & Partnership: Review and approve supplier training materials, monitor and evaluate supplier training programs, conduct train‑the‑trainer sessions, improve knowledge management tools, and recommend improvements in training strategy. Collaboration & Continuous Improvement: Act as the key liaison for quality and training matters, participate in joint calibration sessions and quality reviews, analyze performance data and customer feedback, benchmark practices against industry standards, and partner with internal business units to ensure alignment. Location Teleperformance - Contact Center - Vila Prudente / SP Qualifications Bachelor’s degree English: Advanced (mandatory); Spanish: Desirable Proven experience in call center operations, quality and training Strong knowledge of NPS, CSAT and FCR metrics Proficiency in root cause analysis and training methodologies Advanced Excel skills (mandatory) Experience with knowledge management and process improvement Oversee and support call center operations focused on quality and training Manage and maintain learning curves and training programs including refreshers Implement and manage knowledge tools and training platforms Drive continuous improvement initiatives through training and development Support the implementation and use of speech analytics tools (desirable) Other Information GM does not provide immigration‑related sponsorship for this role. The role is categorized as hybrid. Relocation benefits are not available; any relocation costs will be the responsibility of the selected candidate. Non‑Discrimination and Equal Employment Opportunities General Motors is committed to being a workplace that is not only free of unlawful discrimination but also fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers. Accommodations General Motors offers opportunities to all job seekers, including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call your email. Please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying. Employment Type: Full‑Time Vacancy: 1 #J-18808-Ljbffr