Operations and Quality Specialist at PPLM ensuring quality standards and efficient operations in health centers. Collaborating with clinical and administrative teams while managing multiple projects in a hybrid work model.
About the role
- Customer Service Analyst focusing on exclusive clients through strategic meetings and continuous improvement. Monitoring key indicators and enhancing overall client experience.
Responsibilities
- Work focused on one or two dedicated clients
- Proactively follow up with clients
- Monitor KPIs such as NPS, CSAT, and retention rate
- Propose internal improvements and collaborate with vendors
- Use tools such as HubSpot, Movidesk and GRT
- Document discussions and action items
- Develop structured agendas and deliver trainings/webinars
- Identify upsell and cross-sell opportunities
Requirements
- Basic to intermediate knowledge of Occupational Health and Safety (OHS)
- Previous customer service experience (Junior, Mid or Senior level)
- Familiarity with tools such as CRM (HubSpot), Movidesk and/or GRT
- Ability to analyze data and produce management reports
- Excellent communication, active listening and consultative approach
- Organized, strategic thinker with a collaborative mindset
Benefits
- Access to a Swile card for meal and food benefits
- Health insurance (extendable to legal dependents)
- Dental plan
- Life insurance
- Wellhub (discounts on gyms and fitness partners)
- Access to the Moodar platform for online psychotherapy
- Birthday day off
- Swile Mobility allowance for commuting
- Home-office allowance
- Training programs and a clear career path model
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
TD
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