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CX Training and Quality Analyst

2 meses atrás

Brazil, BR Draiver Tempo inteiro

Position: CX Training and Quality Analyst

Type of Contract: Full-time

Location: Brazil, Mexico, Argentina

Work Model: Remote

Level: Pleno


Function Purpose:


As a CX Training and Quality Analyst, you will be the cornerstone of our customer service excellence strategy. Your role is to ensure that our teams are not only well-trained but consistently delivering top-notch quality service. You will design, implement, and refine training programs while performing quality audits to keep our standards high and aligned with business goals. Your ability to analyze data, identify gaps, and continuously improve processes will directly impact customer satisfaction and operational efficiency.


Main Responsibilities:

  • Develop and Implement Training Programs: Design comprehensive training sessions to upskill our in-house team, ensuring they are fully equipped to handle various customer scenarios and challenges.
  • Quality Assurance Audits: Conduct regular audits and quality assessments of customer interactions, both live and recorded, to identify improvement areas and uphold service excellence.
  • Feedback and Coaching: Provide constructive feedback to agents based on audit findings, conducting one-on-one or group coaching sessions to drive continuous improvement.
  • Training Materials and Content Creation: Collaborate with internal stakeholders to develop training materials, including e-learning modules, workshops, and refresher courses.
  • Process Improvement: Analyze performance trends, identify process inefficiencies, and propose actionable solutions to enhance the overall quality and effectiveness of our customer interactions.
  • Performance Metrics Tracking: Monitor key performance indicators (KPIs) related to training and quality, providing detailed reports and insights to leadership to support decision-making.
  • Collaboration with Operations: Work closely with the CX Operations team to align training and quality initiatives with operational goals and customer expectations.


Main Requirements:


  • Proficiency in English, Portuguese and Spanish are a plus.
  • 3+ years of experience in training, quality assurance, or process improvement within a customer service environment.
  • Strong knowledge of customer service tools and systems (CRM, QA software, etc.).
  • Proven ability to design and implement effective training programs.
  • Excellent analytical skills with experience in data-driven decision-making.
  • Strong communication and coaching skills, capable of influencing change at all levels.
  • Continuous improvement mindset, with familiarity in methodologies like Six Sigma or Lean (desirable).