Analista De Qualidade De Atendimento - (Segmento Imobiliário)
Core
Monitor and evaluate customer service interactions in the real estate acquisition process to ensure service excellence and identify improvement opportunities.
Role type
Quality Analyst (Real Estate)
Builds
Service quality reports and process improvement initiatives for real estate acquisition operations.
Domain
Real Estate / Customer Service Quality
Deliverable
dashboards & analysis
Required skills
Real estate industry experience, qualitative monitoring, process calibration, root cause analysis, KPI analysis, report writing, feedback delivery
Preferred skills
5S, Kaizen, PDCA, Six Sigma, Ishikawa diagram, data stratification, Pareto analysis
Technologies
CSAT, QA Score, FCR, NPS
Responsibilities
Conduct qualitative monitoring of calls, chats, and other service channels. Calibrate service teams and provide training. Map offensive process deviations. Identify continuous improvement opportunities. Create monthly reports with metrics and insights. Support management in strategic performance decisions. Contribute to script and journey evolution. Monitor key quality indicators like CSAT, NPS, and FCR.
Seniority
Analyst
