📌 Core Information
🔹 Job Title: Especialista de CX em Treinamento e Qualidade
🔹 Company: MadeiraMadeira
🔹 Location: Curitiba, Brazil or São Paulo, Brazil
🔹 Job Type: Full-Time
🔹 Category: Customer Experience
🔹 Date Posted: 2025-03-19
🔹 Experience Level: Mid-Senior level (5-10 years)
🔹 Remote Status: Hybrid (2 office days per week)
🚀 Job Overview
Key aspects of this role include:
- Overseeing quality governance and leading training programs to ensure excellence in customer service.
- Monitoring quality standards, developing strategic training, and promoting continuous improvement in customer service processes.
- Collaborating with stakeholders and BPOs to maintain consistent and excellent customer service.
- Analyzing data and metrics to drive strategic decisions and improve customer experience.
ASSUMPTION: This role requires a balance of analytical and interpersonal skills, with a focus on continuous improvement and data-driven decision making.
📋 Key Responsibilities
✅ Overseeing quality governance and leading training programs to ensure excellence in customer service.
✅ Monitoring quality standards, developing strategic training, and promoting continuous improvement in customer service processes.
✅ Collaborating with stakeholders and BPOs to maintain consistent and excellent customer service.
✅ Analyzing data and metrics to drive strategic decisions and improve customer experience.
✅ Developing and updating training programs based on business needs and industry trends.
✅ Creating and maintaining materials for training and e-learning platforms.
✅ Managing e-learning platforms and initiatives for continuous learning.
✅ Developing action plans to address quality gaps and improve performance.
✅ Monitoring key performance indicators (KPIs) and transforming data into actionable insights.
ASSUMPTION: This role involves a mix of strategic planning, data analysis, and hands-on training and development.
🎯 Required Qualifications
Education: Bachelor's degree in a relevant field (e.g., Business, Psychology, Education).
Experience: Proven experience (5-10 years) in customer service training and quality management, preferably with BPOs.
Required Skills:
- Proven experience in customer experience (CX) methodologies and quality management.
- Strong analytical and data analysis skills.
- Excellent communication and presentation skills.
- Ability to influence and collaborate with stakeholders at different levels.
- Proven experience with e-learning software and CRM tools.
- Strong organizational skills and ability to manage multiple priorities.
- Fluency in Portuguese (both written and spoken).
Preferred Skills:
- Certifications in CX, Quality, or Training.
- Experience with agile methodologies, Design Thinking, and Knowledge Management.
- Advanced degree (Master's or Ph.D.) in a relevant field.
ASSUMPTION: Candidates with experience in customer service training and quality management, along with strong analytical and communication skills, will be well-suited for this role.
💰 Compensation & Benefits
Salary Range: Based on industry standards for mid-senior level roles in Brazil, the estimated salary range for this position is R$ 8,000 - R$ 12,000 per month.
Benefits:
- Meal voucher or allowance.
- Health and dental plans.
- Life insurance.
- Discount program.
- Monthly subsidy for home office expenses.
- Partnership with educational institutions.
Working Hours: Full-time (40 hours per week), with flexible hours and remote work options available.
ASSUMPTION: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: MadeiraMadeira is a leading platform for home products and solutions in Latin America, with a strong focus on customer experience and innovation.
Company Size: With over 1,900 employees, MadeiraMadeira offers a large and diverse work environment, with ample opportunities for growth and development.
Founded: MadeiraMadeira was founded in 2011 and has since grown to become the largest platform for home products in Latin America.
Company Description:
- MadeiraMadeira is committed to reinventing the way people build and live in their homes, offering a wide range of products and solutions through its e-commerce platform, marketplace, and guide shops.
- The company prioritizes customer experience, innovation, and continuous improvement, with a strong focus on data-driven decision making and strategic planning.
- MadeiraMadeira values diversity, inclusion, and belonging, with initiatives such as the Sommar program aimed at fostering a more diverse, inclusive, and welcoming work environment.
Company Specialties:
- E-commerce and marketplace for home products.
- Customer experience and innovation.
- Data-driven decision making and strategic planning.
- Diversity, inclusion, and belonging initiatives.
Company Website: MadeiraMadeira
ASSUMPTION: MadeiraMadeira's focus on customer experience, innovation, and data-driven decision making creates an environment that values strategic thinkers and problem solvers.
📊 Role Analysis
Career Level: This role is at the mid-senior level, requiring a balance of strategic thinking and hands-on execution.
Reporting Structure: The Specialist in Training and Quality will report directly to the Head of Customer Experience or a similar role.
Work Arrangement: This role follows a hybrid work arrangement, with 2 office days per week and the remaining days working remotely.
Growth Opportunities:
- Progression to a senior or management role within the Customer Experience team.
- Expansion into related roles, such as Customer Experience Manager or Strategic Planning roles.
- Opportunities to work on cross-functional projects and gain exposure to other areas of the business.
ASSUMPTION: This role offers opportunities for growth and development within the Customer Experience team and the broader organization.
🌍 Location & Work Environment
Office Type: MadeiraMadeira's offices are modern and collaborative workspaces, designed to foster creativity and innovation.
Office Location(s): Curitiba, Brazil or São Paulo, Brazil
Geographic Context:
- Curitiba is the capital of the state of Paraná and is known for its vibrant cultural scene and high quality of life.
- São Paulo is the largest city in Brazil and the Americas, offering a wide range of cultural, entertainment, and professional opportunities.
- Both locations offer a mix of urban and natural environments, with easy access to parks, museums, and other attractions.
Work Schedule: Full-time (40 hours per week), with flexible hours and remote work options available.
ASSUMPTION: The hybrid work arrangement and flexible hours allow for a better work-life balance and cater to the needs of modern professionals.
💼 Interview & Application Insights
Typical Process:
- Online application submission through the company's careers portal.
- Phone or video screening to assess cultural fit and basic qualifications.
- In-depth interview with the hiring manager or a panel of interviewers to discuss the role, responsibilities, and expectations.
- Final interview or assessment to evaluate technical skills and fit within the team.
Key Assessment Areas:
- Customer experience and quality management expertise.
- Analytical and data analysis skills.
- Communication and presentation skills.
- Ability to collaborate and influence stakeholders.
- Fluency in Portuguese (both written and spoken).
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
- Be prepared to discuss your experience with customer experience and quality management, as well as your approach to data analysis and strategic planning.
- Demonstrate your ability to collaborate and influence stakeholders through examples from your previous roles.
- Showcase your understanding of MadeiraMadeira's business and the role's requirements by asking thoughtful questions during the interview process.
ATS Keywords: Customer Experience, Quality Management, Training, Data Analysis, Stakeholder Management, E-learning, CRM, Agile Methodologies, Design Thinking, Knowledge Management
ASSUMPTION: MadeiraMadeira's interview process focuses on assessing candidates' technical skills, cultural fit, and strategic thinking abilities.
🛠️ Tools & Technologies
- Customer relationship management (CRM) software (e.g., Salesforce, Zendesk).
- E-learning software (e.g., Articulate, Adobe Captivate).
- Data analysis tools (e.g., Excel, Google Analytics).
- Project management tools (e.g., Asana, Trello).
ASSUMPTION: The tools and technologies required for this role are standard in the customer experience and quality management fields.
👔 Cultural Fit Considerations
Company Values:
- Innovation: MadeiraMadeira values creativity, continuous learning, and a focus on improvement.
- Customer-centricity: The company prioritizes the customer experience in all aspects of its business.
- Collaboration: MadeiraMadeira fosters a collaborative work environment, with a focus on teamwork and cross-functional collaboration.
Work Style:
- Data-driven: MadeiraMadeira makes decisions based on data and analytics, with a focus on continuous improvement and optimization.
- Agile: The company embraces agile methodologies and values flexibility and adaptability.
- Customer-focused: MadeiraMadeira prioritizes the customer experience in all aspects of its business, with a focus on understanding and meeting customer needs.
Self-Assessment Questions:
- Do you have experience with customer experience and quality management, and are you comfortable using data and analytics to drive strategic decisions?
- Are you able to collaborate and influence stakeholders, and do you have strong communication and presentation skills?
- Do you thrive in a dynamic and fast-paced work environment, and are you comfortable with a hybrid work arrangement?
ASSUMPTION: MadeiraMadeira values candidates who are strategic thinkers, data-driven, and comfortable working in a dynamic and collaborative environment.
⚠️ Potential Challenges
- Balancing strategic planning and hands-on execution in a fast-paced and dynamic work environment.
- Managing multiple priorities and stakeholders, with a focus on continuous improvement and optimization.
- Adapting to changes in the business and market, with a focus on innovation and customer-centricity.
- Working in a hybrid environment, with a balance of remote and on-site work.
ASSUMPTION: The Specialist in Training and Quality role requires strong organizational skills, adaptability, and a focus on continuous improvement and optimization.
📈 Similar Roles Comparison
- Compared to related roles, such as Customer Experience Manager or Quality Manager, this role places a greater emphasis on training and development, with a focus on strategic planning and execution.
- In the broader customer experience and quality management field, this role requires a balance of analytical and interpersonal skills, with a focus on continuous improvement and data-driven decision making.
- Career progression in this role may lead to senior or management positions within the Customer Experience team or related fields, such as Strategic Planning or Business Development.
ASSUMPTION: This role offers opportunities for growth and development within the Customer Experience team and the broader organization, with a focus on strategic thinking and continuous improvement.
📝 Sample Projects
- Developing and implementing a comprehensive training program for customer service representatives, with a focus on improving customer satisfaction and reducing churn.
- Analyzing customer feedback and data to identify trends and opportunities for improvement, and developing targeted training initiatives to address these areas.
- Collaborating with stakeholders to develop and maintain quality standards and metrics, with a focus on continuous improvement and optimization.
ASSUMPTION: The Specialist in Training and Quality role involves a mix of strategic planning, data analysis, and hands-on training and development, with a focus on continuous improvement and optimization.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and dynamics within the Customer Experience team, and how this role fits into the broader organization?
- How does MadeiraMadeira approach customer experience and quality management, and what are the key priorities for this role in the first 90 days?
- What are the key challenges facing the Customer Experience team, and how does this role contribute to addressing these issues?
- What opportunities are there for growth and development within the Customer Experience team and the broader organization?
- How does MadeiraMadeira support work-life balance, and what resources are available to employees to manage their well-being and personal development?
ASSUMPTION: Asking thoughtful and relevant questions during the interview process demonstrates your interest in the role and your understanding of MadeiraMadeira's business and culture.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the MadeiraMadeira careers portal.
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role, with a focus on customer experience and quality management, data analysis, and strategic planning.
- Prepare for the interview process by researching MadeiraMadeira's business and culture, and practicing your responses to common interview questions.
- If selected for the final interview or assessment, be prepared to demonstrate your technical skills and fit within the team through a presentation or case study.
- Follow up with the hiring manager or recruiter after each interview stage to express your interest in the role and ask any remaining questions.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
