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

Job Description

Hybrid : for this position is required to be on site 3x/week

What you will do (responsabilities):

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.
• 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 supplier's customer interactions.
• Partner with supplier's QA team to ensure consistency.
• Develop and maintain governance frameworks and reporting.
• Provide performance feedback and recommendations.
• 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.
• 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.
• Partner with internal business units to ensure alignment.

Location: Teleperformance - Contact Center - Vila Prudente/SP

Your skills and abilities (required qualifications):

• Bachelor's degree
• Language Requirements: 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 with a focus 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)

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need gm immigration sponsorship now or in the future.

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely 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.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire .

Accommodations

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