Jr. Real Estate Analyst at Martek Global Services supporting real estate acquisitions for FAA. Conducting market surveys and negotiations while ensuring compliance with established practices.
About the role
- Quality Analyst ensuring customer service excellence by monitoring KPIs and analyzing metrics. Reporting insights to enhance service efficiency and team adherence to processes.
Responsibilities
- Monitor critical operational KPIs (CSAT, AHT (Average Handling Time), FCR, Service Level, etc.).
- Familiarity with KPI dashboards, system reports (ACD/CRM), and Pareto diagrams to identify the most frequent issues.
- Ensure the operational efficiency of the department.
- Flow analysis (process mapping) and root cause analysis (RCA).
- Present strategic insights and recommendations to leadership, highlighting market trends, improvement opportunities, and training gaps.
- Monitor the use of departmental systems and tools (CRM, phone/chat software, etc.), ensuring team adherence to internal processes and procedures.
- Monitoring forms (criterion: "System Use") and system log audits.
- Escalation and complaint-handling protocols, and crisis communication protocols.
- Actively participate in monitoring calibration meetings to align on evaluation criteria.
- Calibration meeting minutes and standardized monitoring forms.
- Monitor service interactions with a focus on ensuring the best customer experience.
- Daily tracking of Quality dashboards (KPIs: CSAT, FCR, Error Rate).
- Lead and participate in monitoring calibration sessions.
- Manage and update monitoring forms/criteria (scorecards).
- Monitor team adherence to systems and processes.
- Present strategic reports and insights to drive improvements in service delivery and related indicators.
- Conduct root cause analysis (RCA) for recurring issues.
- Provide structured feedback based on monitoring.
Requirements
- Understanding of customer service best practices.
- Experience with support tools (e.g., Zendesk and NBS).
- Proficient in Microsoft Office / Google Workspace (emphasis on spreadsheets).
- Desirable knowledge of spreadsheets and customer service monitoring tools.
- Ability to analyze metrics and KPIs (report creation and trend identification).
- Knowledge and application of quality monitoring and management tools.
- Familiarity with PDCA (Plan-Do-Check-Act) is desirable.
- Familiarity with 5W2H, SWOT analysis, or Pareto diagrams is desirable.
Benefits
- Life Insurance: To take care of our greatest asset: our Kovers.
- Health Plan: It's important to take care of yourself and be well.
- Dental Plan: So you can keep that great smile!
- Flash Card: Your meal and/or food allowance on a single card! After all, as the saying goes: "you can't function on an empty stomach."
- Partnership with SESC: Eligibility for the benefit after 90 days of employment.
- Transport voucher or fuel allowance: The choice of how you commute is yours.
- Support for parents: Daycare subsidy, extended maternity leave of 180 days, and extended paternity leave of 20 days.
- Wellhub: All Kovers are entitled to exercise with part of the cost subsidized by Kovi.
- Kovenção: The company-wide meeting where Kovi leadership shares business updates so everyone stays informed.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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