Cx - Quality And Training – Voice Of The Customer – Contact Center Analyst

Há 4 dias

São Caetano do Sul, Brasil General Motors Tempo inteiro

HybridFor 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/SPYour skills and abilities (required qualifications):Bachelor's degreeLanguage Requirements: English: Advanced (mandatory)/ Spanish: DesirableProven experience in call center operations, quality, and trainingStrong knowledge of NPS, CSAT, and FCR metricsProficiency in root cause analysis and training methodologiesAdvanced Excel skills (mandatory)Experience with knowledge management and process improvementOversee and support call center operations with a focus on quality and trainingManage and maintain learning curves and training programs, including refreshersImplement and manage knowledge tools and training platformsDrive continuous improvement initiatives through training and developmentSupport the implementation and use of speech analytics tools (desirable)#J-*****-Ljbffr

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