CX Quality Assurance Senior Analyst

Job Locations: BR-SP-Sao Paulo

ID:

• Category: Customer Experience
• Employee Class: Regular

Role Responsibilities

• Monitoring and evaluating customer interactions, leveraging AI tools to scale coverage and identify patterns across various support channels.
• Writing and optimizing SQL scripts to manage BigQuery databases and automate performance insights.
• Owning and evolving scalable quality frameworks, including AI-assisted scorecards and feedback loops.
• Analyzing data and QA results to identify trends, process gaps, and areas for improvement.
• Leading calibration sessions, dispute reviews, and QA alignment activities to ensure consistency and fairness.
• Partnering cross‑functionally with Product and Ops teams to implement AI‑driven continuous improvement initiatives.
• Providing training and coaching to quality monitors to continuous...