Customer Relationship Assistant

Jobtailor; Belo Horizonte; Presencial; BRL 90 000 - 130 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Training & Quality Specialist to design and deliver customer service training, monitor outcomes, and drive continuous team development. You will analyze metrics, propose action plans, and collaborate with leadership to align content with quality standards.

The role involves creating training content for in-person and online formats, updating materials, and ensuring clear communication across teams to sustain a customer‑centric culture.

Qualificações

• High school diploma required.
• Higher education in progress or completed is a plus.
• Microsoft Office – basic/intermediate, with a focus on Excel and PowerPoint.
• Experience with customer service channels – email, WhatsApp, chat, and phone.
• Knowledge of best practices related to Customer Experience and a Customer‑Centered Culture.

Responsabilidades

• Plan, develop, and deliver training initiatives and monitor quality of customer service.
• Identify improvement opportunities by analyzing metrics and evaluating interactions.
• Identify training needs based on metrics, feedback, and quality evaluations.
• Develop content and deliver in-person and online trainings.
• Monitor post-training results, measure effectiveness, and recommend adjustments.
• Support leadership with insights on team performance and development.
• Update materials, procedures, and learning paths.
• Ensure clear, ongoing communication with teams and share best practices.
• Act as liaison between departments to ensure alignment and consistent communication.
• Manage and update internal quality communication tools, tracking metrics and status.
• Communicate status, risks, and progress to support leadership decisions.

Conhecimentos

Customer service

Metrics analysis

Interdepartmental collaboration

Formação académica

High school diploma

Higher education in progress or completed (nice to have)

Ferramentas

Microsoft Office

Excel

PowerPoint

Descrição da oferta de emprego

Responsibilities

• Planning, developing, and delivering training initiatives and monitoring quality of customer service.
• Identifying improvement opportunities by analyzing metrics, evaluating interactions, and proposing action plans to drive continuous team development.
• Identifying training needs based on metrics, feedback, and quality evaluations.
• Developing content and delivering in‑person and online trainings.
• Monitoring post‑training results, measuring effectiveness, and recommending adjustments.
• Supporting leadership with insights on team performance and development.
• Updating materials, procedures, and learning paths.
• Ensuring clear, ongoing communication with teams, disseminating relevant information, process changes, and best practices.
• Acting as a liaison between departments to ensure alignment and consistency in communication.
• Managing and updating internal quality communication tools, tracking metrics and operational status, and highlighting areas of concern and improvement.
• Communicating status, risks, and progress in a structured manner to support leadership decision‑making.

Requirements

• High school diploma.
• Higher education (in progress or completed) is a plus.
• Microsoft Office – basic/intermediate, with a focus on Excel and PowerPoint.
• Experience with customer service channels – email, WhatsApp, chat, and phone.
• Knowledge of best practices related to Customer Experience and a Customer‑Centered Culture.

Core Competencies

Demonstrates expertise in developing and delivering training initiatives while ensuring high-quality customer service. Proficient in analyzing metrics to identify improvement opportunities and support team performance.

Tools & Technologies

• Microsoft Office
• Excel
• PowerPoint