About the role

Analista de Processos e Suporte Júnior at Quality Digital ensuring quality and user experience in operations. Role involves monitoring NPS and supervision of support team.

Responsibilities

Monitor and analyze NPS results, diving into survey comments to identify patterns behind low scores and opportunities for improvement.
Fix issues reported by users and suggest strategic actions to increase perceived value and the customer experience.
Promote a user-focused approach, reinforcing behaviors and practices that generate positive ratings and excellent feedback.
Supervise and guide the support team, ensuring compliance with SLAs, scripts and established service standards.
Perform daily follow-ups and send the "Daily" report with key indicators, keeping the team aligned with goals and performance trends.
Conduct sampling and ticket/call monitoring to identify recurring issues and ensure adherence to IT processes.
Provide constructive feedback to the team, coaching on clear, empathetic communication and efficient incident resolution.
Identify operational bottlenecks and propose improvements to internal processes and Service Desk procedures.
Manage the knowledge lifecycle, keeping the knowledge base up to date and conducting onboarding and training for new employees.
Provide periodic reports on team performance and escalate critical deviations directly to coordination.
Act as a facilitator by listening to team suggestions and directing them toward structural improvements with leadership.

Education: Bachelor's degree in progress or completed in IT Management, Systems Analysis, Business Administration or related fields.
ITSM knowledge: Basic understanding of the ticket lifecycle (Incidents and Service Requests) and SLA compliance.
Intermediate Office skills: Proficient Excel skills for tabulating survey data, monitoring NPS results and sending daily indicators (Dailies).
Writing and communication: Ability to write clearly to maintain the knowledge base and guide the team in empathetic communication.
Analytical profile: Ability to identify patterns in low scores and recurrence of support failures.
ITIL 4 Foundation certification.
Knowledge of satisfaction methodologies (e.g., NPS, CSAT).
Experience with help desk tools/ticketing systems.
Basic knowledge of quality assurance/monitoring.
Soft skills in conflict management.
Knowledge of metrics and KPIs.
Assertive communication.

Meal and/or food allowance for grocery and meal purchases 🍴
Medical and dental assistance so you and your family stay healthy** 💙
Pharmacy partnerships for discounts on medications** 💊
Childcare assistance according to current policy** 🍼
Gym partnership to encourage exercise** 🤸‍♀️🤸‍♂️
Partnership with SESC for a variety of cultural and leisure programs** ✈
Partnerships for language studies, technology courses and online learning platforms** 📚
Payroll-deductible loans with attractive rates + financial education program 💰
Corporate University and learning paths with content on technology, soft skills, market trends and more 👨‍💻
Employee referral program with potential rewards and bonuses 🎁
Group life insurance ⛑