CX Quality Assurance Senior Analyst
HybridSão Paulo, São Paulo, Brazil or Sao Paulo, São Paulo, Federative Republic of Brazil
Job Summary
Monitor and evaluate customer interactions across support channels, leveraging AI tools to identify patterns and scale coverage. Write and optimize SQL scripts to manage BigQuery databases, extracting insights from large CX datasets. Own scalable quality frameworks, including AI-assisted scorecards, and lead calibration sessions, dispute reviews, and QA alignment activities. Analyze data and QA results to identify trends, process gaps, and areas for improvement, then partner cross-functionally with Product and Ops teams to implement continuous improvement initiatives. Provide training and coaching to quality monitors to continuously improve evaluation quality. Track customer feedback to identify successes, gaps, and non-conformity issues, focusing on the entire customer journey to suggest process improvements.
Required Qualifications
- Bachelor's degree in Business, Engineering or Data Analytics
- 3+ years in CX Quality Assurance or Contact Center ops
- Fluent English & Spanish
- Advanced SQL: Must write complex queries to extract and analyze large CX datasets independently (BigQuery/Data Warehouse)
- Proactive self-starter with a deep-dive analytical mindset and advanced Excel
Desired Qualifications
- Background in QA frameworks (COPC/TQM) and Continuous Improvement (Lean/Six Sigma)
- AI/ML Exposure: Experience or interest in LLMs, Prompt Engineering, and automated text/speech analytics
- Proficiency in BI dashboards and statistical sampling for data validation
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