Conversation Quality Analyst Sênior

📋 Description

• Map, document, update, and monitor detailed conversational journeys across chatbots, IVRs
• Design and execute comprehensive end-to-end tests covering different user profiles, complex
• Investigate root causes behind conversational and operational issues, including broken flows
• Monitor CX and operational metrics such as automated-channel resolution, retention, transfer rates
• Translate technical and analytical findings into practical improvements for customer experience and
• Collaborate with business, UX/content, development, and customer operations teams to validate

🎯 Requirements

• Previous experience in Quality Assurance, process or journey mapping, or digital conversational
• Strong knowledge of journey and flow-mapping methodologies and tools, particularly Miro.
• Understanding of bot architecture, transition logic, intents, decision trees, and conversational
• Ability to structure complex test cases and accurately document exception scenarios.
• Strong analytical and data-driven mindset, with a highly detail-oriented and investigative approach.
• Ability to understand customer behavior and investigate the underlying causes of navigation or

🎁 Benefits

• Fully remote work model.
• Meal voucher.
• Food allowance.
• Home-office allowance.
• Medical insurance.
• Dental insurance.