Arco Educação is looking for a CX Performance & Analytics professional to join our Customer Experience team. You'll play a key strategic role, using large-scale data analysis and AI to transform information into operational decisions that drive efficiency and quality.
What You'll Do
- Monitor AI bot versus analyst resolution rates to identify bottlenecks causing overflow to human support.
- Manage and track KPIs, including quality metrics like CSAT/NPS, efficiency metrics like response time, and team productivity.
- Monitor operational costs and identify opportunities for financial optimization.
- Structure reports and dashboards for operational monitoring to foster a data-driven culture.
- Propose data-driven improvements to increase customer satisfaction and overall team performance.
What We're Looking For
- An undergraduate degree in progress in Engineering, Economics, Business Administration, Data Science, or a related field with a strong quantitative foundation.
- Demonstrated analytical ability and a strong interest in solving complex problems with data.
- A results-oriented mindset, seeking to understand the 'why' behind the numbers.
- Interest in or current study of SQL and Python for data analysis.
- Good communication skills to translate analyses into actionable insights for the team.
Nice to Have
- A keen interest in technology, automation, and artificial intelligence.
- Proactivity to question existing processes and propose new success metrics.
Technical Stack
- SQL
- Python
Team & Environment
You will be part of the CX (Customer Experience) team.
Benefits & Compensation
- Food and/or meal assistance
- Health and dental plan
- Transportation voucher
- Extended maternity and paternity leave
- Daycare assistance
- Healthcare partnerships: Wellhub and Zenklub
- Education incentive
- Discount on airline tickets
- Partnership with pet health plan
- Access to Arco educational materials for employees' children
- Partnerships for MBA and Postgraduate courses
Arco Educação is an organization made of people who transform education. We believe in a diverse and inclusive environment where people are happier, more engaged, and have more chances to reach their full potential. We respect and value equality of rights, recognize singularities, and believe all people can contribute to the company's purpose. All Arco positions are eligible for People with Disabilities.
