Analista de Transportes managing freight costs at Estoca, a tech - driven logistics company. Supporting decision - making through data analysis and interdepartmental collaboration.
About the role
- Perform random quality evaluations according to the established Monitoring Guideline; identify critical cases and escalate to the Team Leader
- Analyze CSAT cases, tagging driver and sub-driver, and provide a complete diagnosis
- Attend and help run weekly calibration meetings; trigger extra sessions and support feedback
- Provide actionable insights to Team Leaders to fuel coaching sessions
- Develop clear, concise reports to surface root causes and recommend corrective actions
- Create training materials, slide decks, and one-pagers tailored to audience needs
- Proactively suggest enhancements to monitoring guidelines, forms, and workflows; assist in designing and maintaining the randomness table and the Calibration Gauge
- Maintain high levels of excellence in overall customer experience for both internal and BPO's Customer Service
Requirements
- Experience in Quality Assurance, customer-service monitoring, or a closely related field (e.g., call-center auditing, CSAT analysis)
- Bachelor’s degree or equivalent professional certification
- Demonstrated ability to collaborate cross-functionally and support peer coaching
- Familiarity with BPO or shared-service environments preferred
- Experience with standard QA methodologies (5 Whys, Ishikawa, Pareto) and basic data-analysis tools (Excel, Google Sheets) is a plus
- Native Portuguese language skills & fluency in English
Benefits
- Hybrid way of working
- A buddy will support you with your onboarding
- Competitive pay & bonus scheme
- Private health insurance for you & your family
- Monthly meal allowance
- Developmental 360° feedback framework
- Unlimited access to Udemy & continuous training
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
MI
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