Especialista de Qualidade, Treinamento e Inovação
Core
Lead continuous training, performance management, and operational modernization for B2B/B2C contact centers using generative AI and agile methodologies.
Role type
Senior Training & Quality Specialist (Contact Center Operations)
Builds
Training curricula, AI-driven learning materials, performance dashboards, and knowledge bases for contact center agents.
Domain
Customer Experience (CX) / Contact Center Operations / Learning & Development
Required skills
Instructional Design, Prompt Engineering, Root Cause Analysis, Balanced Scorecard (BSC), Salesforce Knowledge Management, CX Metrics (CSAT, FCR, TMA)
Preferred skills
Instructional Design Certification, Generative AI for Business, MASP/PDCA, Lean Six Sigma
Technologies
Salesforce Service Cloud, Salesforce Knowledge, Gemini, ChatGPT, Claude
Responsibilities
Design and deliver practical training programs for new hires and recycles; Apply generative AI to automate instructional content and create microlearning modules; Map call monitoring metrics to daily feedback rituals and individual action plans; Structure and manage individual Balanced Scorecards for agents; Lead root cause investigations for operational bottlenecks using MASP, PDCA, and Ishikawa; Manage Salesforce Knowledge base for agents and virtual assistants; Evaluate training impact using the Kirkpatrick model and track Time to Productivity.
Seniority
Senior, hands-on IC
