Graduate Intern – Customer Experience, Contact Center, AI

Job not on LinkedIn

🔥 8 minutes ago

🇧🇷 Brazil – Remote

💵 R$5k / month

⏰ Full Time

⚪️ Entry-level

💝 Customer Support

👻 Ghost score 19%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sistema Fibra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1972

🤝 B2B

🤝 Non-profit

📚 Education

B2B • Non-profit • Education

Sistema Fibra is a civic organization based in Brasília that focuses on enhancing the competitiveness of industries and entrepreneurship through representation and support. It brings together various entities, including Sesi, Senai, and IEL, to promote industrial growth and workforce development in Brazil.

📋 Description

• Develop and calibrate text analytics models for topics, sentiment, customer effort, emotions and contact reasons • Analyze customer interaction data from XM Discover, telephony systems and other sources • Monitor data quality and maintain solution documentation • Identify insights related to vehicles, processes and friction points • Create and monitor quality alerts to support proactive actions • Support executive decision-making and operational improvement initiatives for Contact Centers • Collaborate with Contact Center, Quality, Engineering and Manufacturing teams • Perform calibration, validation and improvement of analytical models in Portuguese and Spanish

🎯 Requirements

• Modality: Graduado 4 • Completed degree • Degree in Statistics, Mathematics, Automation, AI, Business Administration, Engineering, Data Science or related fields • Education or experience in Data Analytics, Statistics, Technology, Engineering or related areas • Basic knowledge of data analysis, KPIs and dashboard development • Interest in or familiarity with AI, machine learning and text analytics • Ability to learn and work with XM Discover, Power BI and Contact Center databases • Proficiency in Portuguese, English and Spanish, with the ability to interpret customer interactions in these languages • Advanced English and Spanish • Good communication and organizational skills; ability to document analyses and collaborate with Contact Center, Quality, Engineering and Manufacturing teams • Analytical, curious and problem-solving oriented profile • Knowledge of XM Discover • Knowledge of data analysis and KPI interpretation • Experience or ability to work with Power BI, including dashboards, filters, metrics and data integration • Knowledge of text analytics, NLP or machine learning, especially for classification of topics, sentiment, effort and emotions • Knowledge of Databricks and Regex • Familiarity with XM Discover or ability to quickly learn the tool • Ability to perform calibration, validation and improvement of analytical models in Portuguese and Spanish • Understanding of quality, organization and integration of data from calls, chats, surveys and other channels • Ability to document models, rules, analyses and results • Preferred experience with databases, automation of analyses and creation of alerts

🏖️ Benefits

• Monthly stipend of R$ 5,000.00 • Remote (home office) • 12-month duration • Full-time availability (40 hours per week)