About the job
Join the Inter Team!
At Inter, we believe that every day marks the beginning of a new future driven by the technology you innovate, the connections you forge, and the ideas you share. We are a Super App offering a comprehensive suite of digital banking solutions, investments, credit, insurance, a marketplace, and various everyday services. More than just a company, we are a dynamic team committed to continuous growth.
This vibrant pace creates fresh opportunities. Now is your chance to experience this smart approach to advancing your career. Come be part of the #sanguelaranja!
About the Role and Responsibilities
As a member of our Customer Experience team, you will have the chance to directly influence the experience of millions of customers, enhancing processes and operational efficiency.
Your Daily Responsibilities Will Include:
- Managing and monitoring the performance of BPO partners, ensuring compliance with defined SLAs and KPIs.
- Analyzing customer service quality indicators to identify process improvement opportunities executed by BPO.
- Acting as a liaison between outsourced operations and internal departments to ensure process alignment and effective communication.
- Overseeing and addressing customer escalations, ensuring satisfactory quality within agreed timelines.
- Auditing customer interactions conducted by BPO and providing structured feedback to enhance service quality.
- Creating managerial reports with critical analysis of operational outcomes and presenting actionable recommendations.