Senior Quality and Customer Experience Analyst

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🕒 July 6

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Redbelt Security

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🔒 Cybersecurity

🏢 Enterprise

Cybersecurity • Consulting • Enterprise

Redbelt Security is a cybersecurity consultancy with over 15 years of experience, dedicated to ensuring that companies are secure through a comprehensive understanding of cyber risks and rapid incident response. They offer advanced services, tools, and intelligence to enhance the cybersecurity posture of businesses across various sectors in Brazil, providing solutions that encompass monitoring, threat detection, and compliance.

📋 Description

• Operate and enhance NPS, CSAT, and Health Score (contract health indicator), ensuring broad coverage across the customer base; • Consolidate feedback into clear, actionable executive reports; • Proactively flag risks of dissatisfaction or churn. • Participate in meetings with technical managers (SOC, Red Team, GRC, Pentest) to map bottlenecks and opportunities; • Turn these conversations into meeting minutes, action plans, and follow-up materials; • Contribute to quality frameworks, checklists, and delivery standards. • Keep the team's document and workflow repository organized; • Report to the Director of Service Delivery and Quality, monitoring deadlines and scope deviations.

🎯 Requirements

• Bachelor's degree in Business Administration, Process Management, Engineering, IT, or related fields; • Minimum 3 years of experience in quality, process improvement, or managing improvement projects; • Experience producing technical materials in collaboration with technical teams (documents, reports, presentations); • Familiarity with NPS, CSAT, or Health Score; • Proficiency in Microsoft Office (Word, PowerPoint, Excel, Visio) and basic knowledge of process mapping. • Genuine curiosity to understand different technical areas without needing to be a subject-matter expert; • Strong communication skills with diverse stakeholders — from a SOC analyst to a client executive; • Autonomy: identifies what needs to be done and moves forward without waiting for detailed instructions; • Enjoys working in growth/early-stage environments, actively contributing to structuring processes. • Experience or interest in cybersecurity/technology; • Familiarity with BI tools (Power BI, Looker, or similar).

🏖️ Benefits

• Meal allowance, no employee contribution (iFood Benefícios card); • Food allowance, no employee contribution (iFood Benefícios card); • Transportation allowance, with deductions as required by law; • Medical insurance, no co-payment and no employee contribution; • Dental insurance, no co-payment and no employee contribution; • Wellness: Wellhub and Totalpass; • Group life insurance; • Piwi support; • Starbem: healthtech care platform; • Avus: health benefits platform; • Daycare subsidy; • Allowance for children with special needs; • Family-friendly policies: extended maternity and paternity leave; • Birthday day off; • Redbelt Referral Program: your referral matters; • Redbelt School: educational sponsorship program for courses and certifications; • Redbelt Celebra: service anniversary awards; • Partnership with SESC; • Partnerships with educational and language institutions for discounts; • Profit-sharing (PLR): based on achievement of company targets; • PBR (Redbelt Bonus Program): subject to achievement of company, departmental, or individual targets.