Job Description
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...