Junior CX Analyst, Customer Journey

🕒 May 14

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

UOL

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 B2C

🛍️ eCommerce

📱 Media

B2C • eCommerce • Media

UOL is a comprehensive online platform offering a variety of services, including news, entertainment, education, and digital payments. The company provides streaming services like UOL Play and various content such as podcasts, sports coverage, and articles on politics and economics. UOL also facilitates eCommerce and online business solutions, catering to both individual consumers and businesses.

📋 Description

• Conduct customer journey tests to assess the customer experience and identify friction points and improvement opportunities. • Analyze performance metrics for human support channels (voice, chat, WhatsApp) and self-service channels (FAQ, IVR, bot, WhatsApp, etc.), identifying and routing improvement opportunities. • Analyze and cross-reference "voice of the customer" data across channels, complaints (Ombudsman, Reclame AQUI, etc.) and surveys (CSAT, NPS). • Monitor progress and track the implementation and impact of suggested improvements. • Identify development opportunities through mystery shopping, contact listening, and business metric analysis. • Create support materials for human-assisted service and knowledge base content for self-service channels. • Liaise with other departments to ensure a thorough understanding of processes and products. • Prepare and present monthly results.

🎯 Requirements

• Bachelor's degree in Business Administration, Human Resources, Business Management, Advertising, Marketing, or related fields. • Intermediate Microsoft Office skills, with emphasis on PowerPoint and Excel. • Experience with customer satisfaction metrics and developing guidance materials for call center operations. • Preferred: familiarity with AI is a plus.

🏖️ Benefits

• Meal and/or food allowance. • Transportation allowance. • Private pension plan. • Health and dental insurance. • Life insurance. • Partnership with TotalPass. • ZenKlub for online therapy. • UOL Care: psychological, nutritional, physiotherapy and physical education support. • Extended maternity and paternity leave. • Childcare assistance. • Discount partnerships with major institutions such as FIA, FAAP, PUCRS and UNINASSAU, plus 50% off all courses available on the Portal Educação platform. • 70% discount on the English 2.0 course on the Portal Educação platform and 50% discount on courses from EA Banking School. • No dress code: wear what makes you comfortable. • Birthday day off (#TáDeParabéns). • Baby gift for newborns.