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Especialista de CX em Treinamento e Qualidade (Curitiba - PR ou SΓ£o Paulo - SP)

MadeiraMadeira
Full-time
On-site
Remote
🎧 Customer Experience (CX)

πŸ“Œ Core Information

πŸ”Ή Job Title: Especialista de CX em Treinamento e Qualidade

πŸ”Ή Company: MadeiraMadeira

πŸ”Ή Location: Curitiba, Brazil or SΓ£o Paulo, Brazil

πŸ”Ή Job Type: Full-Time

πŸ”Ή Category: Customer Experience

πŸ”Ή Date Posted: 2025-03-19

πŸ”Ή Experience Level: Mid-Senior level (5-10 years)

πŸ”Ή Remote Status: Hybrid (2 office days per week)

πŸš€ 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.

πŸ“‹ Key Responsibilities

βœ… Overseeing quality governance and leading training programs to ensure excellence in customer service.

βœ… Monitoring quality standards, developing strategic training, and promoting continuous improvement in customer service processes.

βœ… Collaborating with stakeholders and BPOs to maintain consistent and excellent customer service.

βœ… Analyzing data and metrics to drive strategic decisions and improve customer experience.

βœ… Developing and updating training programs based on business needs and industry trends.

βœ… Creating and maintaining materials for training and e-learning platforms.

βœ… Managing e-learning platforms and initiatives for continuous learning.

βœ… Developing action plans to address quality gaps and improve performance.

βœ… 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.

πŸ’° 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.

πŸ“Œ Applicant Insights

πŸ” 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.

πŸ“Š 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 SΓ£o Paulo, Brazil

Geographic Context:

  • Curitiba is the capital of the state of ParanΓ‘ and is known for its vibrant cultural scene and high quality of life.
  • SΓ£o 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.

πŸ’Ό 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.

πŸ› οΈ 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.

πŸ‘” 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.

πŸ“ˆ 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.

πŸ“ 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.

πŸ“Œ 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.