Quality Analyst responsible for delivering quality software products through automated testing. Focused on web, API and mobile applications within an Agile environment at Verisk.
About the role
- Analista de Controle Desk Pleno monitoring telecom indicators in healthcare market. Sinalizing deviations and suggesting operational improvements based in performance analyses.
Responsibilities
- Monitor telephony operational metrics in real time, such as AHT (Average Handling Time) and AWT (Average Wait Time)
- Monitor service level and abandonment on the Genesys platform
- Proactively alert operational leaders about real-time metric deviations
- Analyze operational performance reports for voice and digital channels (WhatsApp, Email and Webchat)
- Recommend operational process improvements based on performance analyses
- Conduct operational capacity analyses using tools such as Turbo Tab (or similar) to understand capacity utilization and operational understaffing
- Perform on-demand capacity analyses for commercial proposals
- Manage efficiency KPIs under your responsibility, reporting deviations, root causes and action plans
- Present results for the processes under your responsibility
Requirements
- Experience in strategic call center planning
- Experience with telephony and digital channel metrics such as service level, AHT and abandonment
- Intermediate to advanced Excel
- Experience with omnichannel systems (Genesys, Avaya or similar)
Benefits
- Health insurance – taking care of what matters most: your health
- Dental plan – caring for your smile
- Meal allowance – convenience and quality for your daily routine
- Transportation voucher – for your commute with peace of mind
- Life insurance – security and protection for you and your family
- Private pension plan – helping you plan for the future
- PPR (Performance-based Profit Sharing Program)
- Viveo Health Center – convenient access to various in-person specialties and an online platform
- Exclusive discounts at Mafra Especialidades store
- TotalPass – access to fitness and wellness services
- Partnerships and exclusive employee discounts for education, leisure and more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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