Senior Conversation Quality Analyst

🔥 30 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 12%

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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Verity Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

💼 Consulting

🤖 Artificial Intelligence

🔒 Cybersecurity

Consulting • Artificial Intelligence • Cybersecurity

Verity Group is a digital transformation and innovation consulting firm that focuses on delivering real results through technology. With expertise in areas such as AI migration, hyperautomation, cybersecurity, and digital engineering, Verity Group partners with ambitious companies to develop strategic business solutions. The firm prides itself on prioritizing depth over volume, ensuring tailored services that drive efficiency and growth throughout the technology journey, from strategy to execution.

📋 Description

• Map, test, and monitor conversational journeys • Identify issues and analyze CX metrics to recommend improvements to automated channels • Design, update, and monitor detailed service-flow maps for chatbots, IVR systems, and other automated channels • Perform end-to-end testing by simulating multiple user profiles, complex intents, navigation deviations, and exception scenarios • Investigate the technical and operational root causes of friction throughout user journeys, including broken flows, inappropriate transfers, integration errors, and intent misrecognition • Track metrics such as retention/resolution rate, escalation rate, CSAT, and abandonment rate • Propose data-driven action plans • Translate technical findings into value opportunities and recommend improvements to language, conversational UX, and flow logic • Collaborate with Business, UX/Content Writing, Development, and Customer Service/Operations teams to validate changes and implement optimizations

🎯 Requirements

• Previous experience in Quality Assurance (QA), Process/Journey Mapping, or working with Conversational Digital Channels (Chatbots, WhatsApp, IVR) • Proficiency in journey/flowchart mapping methodologies and tools, particularly Miro • Knowledge of bot architecture, transition logic, intents, and decision trees • Ability to structure complex test cases and accurately document exception scenarios • Strong analytical mindset and data-driven approach • Exceptional attention to detail and an investigative mindset • Clear understanding of how operational efficiency metrics impact customer satisfaction and business ROI • Excellent interpersonal communication skills and ability to facilitate collaboration between technical and business teams

🏖️ Benefits

• Meal voucher • Food allowance • Home office allowance • Health insurance • Dental insurance • Life insurance • Birthday day off • TotalPass / Wellhub • Boon Saúde app • Discount partnerships • Discounts at partner businesses and educational institutions • Welcome kit • Onboarding program • Verity Learning • Verity Break • #VerityComVocê