CX - Quality and Training - Voice of the Customer - Contact Center Analyst

Innovation:

• Propose new ideas, support research and development, and embrace emerging technologies.

Quality Oversight & Governance:

• Conduct independent audits of supplier's customer interactions.
• Partner with supplier's QA team to ensure consistency.
• Develop and maintain governance frameworks and reporting.
• Provide performance feedback and recommendations.
• Ensure supplier QA processes meet standards.

Training Governance & Partnership:

• Review and approve supplier training materials.
• Monitor and evaluate supplier training programs.
• Conduct train-the-trainer sessions.
• Improve knowledge management tools.
• Recommend improvements in training strategy.

Collaboration & Continuous Improvement:

• Act as the key liaison for quality and training matters.
• Participate in joint calibration sessions and quality reviews.
• Analyze performance data and customer feedback.
• Benchmark practices against industry standards.
• Partner with internal business units to ensure alignment.

Location: Teleperformance - Contact Center - Vila Prudente/SP

Your skills and abilities (required qualifications):

• Bachelor's degree
• Language Requirements: English: Advanced (mandatory)/ Spanish: Desirable
• Proven experience in call center operations, quality, and training
• Strong knowledge of NPS, CSAT, and FCR metrics
• Proficiency in root cause analysis and training methodologies
• Advanced Excel skills (mandatory)
• Experience with knowledge management and process improvement
• Oversee and support call center operations with a focus on quality and training
• Manage and maintain learning curves and training programs, including refreshers
• Implement and manage knowledge tools and training platforms
• Drive continuous improvement initiatives through training and development
• Support the implementation and use of speech analytics tools (desirable)

#LI-AS

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need gm immigration sponsorship now or in the future.

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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Client-provided location(s): São Paulo, Brazil

Job ID: General_Motors-JR-202518851

Employment Type: FULL_TIME

Posted: 2025-10-17T00:11:24