Process Analyst

2 semanas atrás


São Paulo, São Paulo, Brasil Gympass Tempo inteiro
Join Our Team as a Process Analyst

We are seeking a highly skilled Process Analyst to join our Business Transformation team in São Paulo. As a Process Analyst, you will be responsible for creating accurate and customer-oriented content for CX teams, managing databases of CX processes, and analyzing usage data to seek continuous improvement of a centralized repository for frontline teams to access operating procedures and information.

Your Key Responsibilities:
  • Develop and manage a Knowledge Base for CX agents.
  • Establish standard answers with macros, shortcuts, and agents scripts on a global scale.
  • Make documentation easy to understand and to follow, seeking efficiency and automation.
  • Partner day-to-day with the Process Improvement team and other CX operations areas to translate processes to efficient customer-like guidelines.
  • Coordinate and facilitate regional stakeholders balancing regional needs and standardization needs.
  • Review and maintain the accuracy, organization, readability, and style, ensuring consistency and standards.
  • Gather feedback from internal customers, and formulate suggestions for its improvement.
  • Continuously monitor data to report the health and efficiency of the knowledge base and its content.
What We Offer:
  • A competitive salary and benefits package.
  • A dynamic and supportive work environment.
  • Opportunities for career growth and professional development.
  • A comprehensive training program.
  • A generous paid time off policy.
  • A flexible work schedule.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.


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