Quality Assurance Analyst joining Techhub team to develop next - gen FTB platforms. Involvement in manual and automated testing while focusing on user stories acceptance criteria.
About the role
- CX Analyst role at GOL analyzing customer feedback through NPS, CES, and CSAT surveys. Focusing on continuous improvement of the customer experience based on insights and data analysis.
Responsibilities
- Analisar e compreender a voz do cliente GOL por meio de pesquisas como NPS (Net Promoter Score), CES (Pesquisa de Esforço) e CSAT (Pesquisa de Satisfação)
- Compartilhar insights com a companhia para embasar a criação de planos de ação que melhorem continuamente a experiência do cliente
- Analisar dados relacionados ao comportamento do consumidor
- Acompanhar as métricas diariamente do NPS
- Representar CX nos grupos de trabalho
- Propor novas análises para otimizar conteúdos
- Interpretar os dados coletados para identificar tendências e áreas de melhoria
- Preparar relatórios gerenciais regulares sobre o desempenho dos principais indicadores de voz do cliente.
Requirements
- Ensino Superior Completo
- Conhecimentos de NPS, métricas de CX e dados.
- Excel e Power Point avançados.
- Experiência na geração, análise e apresentação de dados ou resultados.
- Visão analítica e crítica de indicadores de CX.
- Pensamento lógico para construção de diagnósticos voltados a CX.
- Conhecimento em Jornada do Cliente
- Desejável conhecimento na ferramenta Qualtrics ou similares
Benefits
- Plano de saúde;
- Plano odontológico;
- Seguro de vida em grupo;
- Vale-refeição;
- Vale-alimentação;
- Vale-transporte;
- Gympass ou Totalpass;
- Clube de parcerias com centenas de empresas conveniadas;
- Day off de aniversário;
- PLR.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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