CX Supervisor — Quality and Process Improvement

Posted 5ds ago

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Supervisor de CX liderando qualidade e melhoria de processos na Víssimo, que une Evino e Grand Cru.

Responsible for leading the VOC (Voice of the Customer), Quality, Training, Process Improvement, and Anti-Fraud teams;
Develop, implement, and review service processes, procedures, and systems based on regulatory recommendations, the Consumer Protection Code, the new SAC (customer service) law, benchmarking, etc.;
Oversee the team in testing and audit activities such as quality monitoring, mystery shopping, and service calibrations;
Monitor and implement improvements based on the Voice of the Customer program, Training, and Quality KPIs, focusing on the efficiency of the customer and service agent journey;
Manage the Training pipeline, preparing content and campaigns required for team development and upskilling;
Implement improvements, automated workflows, and AI in service systems and processes;
Support and follow up on action plans with cross-functional areas to resolve issues that impact the customer experience;
Manage and monitor Costs versus Budget for the area, processing purchase orders and recommending improvements to reduce costs and increase process and system efficiency;
Responsible for overseeing fraud analysis and remediation activities for both brands, monitoring incidents and proposing improvements with partners and systems to reduce financial impact on the business and customers.

Strong communication skills, proactive attitude, and good interpersonal skills;
Experience in people leadership;
Analytical mindset, data-driven, and business-oriented;
Advanced knowledge of Quality tools (Process Mapping, Cause-and-Effect Diagram, FMEA, SIPOC, etc.);
Intermediate knowledge of project methodologies such as DMAIC/Six Sigma, Lean, and Agile methodologies;
Experience in Quality and Customer Service areas;
Advanced knowledge of customer support platforms such as Zendesk and Twilio;
Advanced knowledge of Quality platforms such as 2Clix and Beedoo;
Bachelor’s degree in Business Administration, Engineering, or related fields;
Knowledge of SAP;
Knowledge of AI hubs.