Fraud Analyst detecting and preventing fraud for Qonto's Spanish market customers. Collaborating with specialized Fraud team to enhance detection capabilities.
About the role
- Analyst developing customer experience solutions at Tahto company. Focusing on data reports and customer interactions for improving service quality in Brazil.
Responsibilities
- Prepare digital and consolidated reports;
- Prepare results presentations for Operations and monitor follow-up actions;
- Collaborate with Process and Development teams;
- Design workflows and define/distribute service engagement rules by cell/team;
- Analyze and review KPI and process reports to propose improvements;
- Serve as an interface with Process, Project, and IT teams;
- Test and validate projects, simulators, and new processes;
- Daily evaluate, validate, standardize, and monitor content and communication flows used in the channel, ensuring they are clear, strategic, and compliant with internal rules and policies;
- Ensure flows are smooth and that customers have a good experience with the bot;
- Perform weekly functional and quality tests on bots after deployment;
- Conduct market benchmarking every two months with a focus on increasing retention in the bot and the app.
Requirements
- Bachelor's degree;
- Intermediate knowledge of Microsoft Office (MS Office);
- Strong behavioral/soft skills;
- Organization and planning skills;
- Negotiation skills.
Benefits
- Childcare assistance for children up to 5 years old;
- Assistance for children with special needs – no age limit;
- Health and dental insurance;
- Life insurance;
- Transportation voucher/commute allowance;
- Meal and/or food allowance (meal vouchers);
- PPR – Profit/Performance Sharing Program (results-based bonus);
- Wellhub (wellness platform);
- Partnerships with various companies (educational institutions, language schools, and others).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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