Analista de Experiencia al cliente

Job Description

Cabify is seeking a Customer Experience Analyst to join their team in Bogotá, Colombia. This role acts as a link between the Contact Center operation and the Customer Experience Specialists team, contributing to the continuous improvement of care procedures, operational efficiency, and customer experience. The Analyst will participate in projects to adapt and redesign processes, ensuring correct implementation in the operation, and will support recurring tasks necessary for the operation of the care model.Responsibilities:

• Participate in work teams, providing operational vision in the definition of customer service solutions.
• Collaborate in the construction of flowcharts and operating manuals.
• Identify opportunities for improvement and automation in current processes.
• Support the impact analysis of new solutions on the operation.
• Manage the updating and structuring of care processes.
• Ensure that procedures are adapted to the needs of the internal client.
• Perform quality monitoring of care in the different channels of the Contact Center.
• Execute audits on processes and operations to identify critical points.
• Analyze current processes used by agents to identify opportunities for improvement.
• Create and modify messages used in contact manager macros.
• Manage output tag requests and support their correct use.
• Resolve operational queries from the Contact Center or local teams on care procedures or processes.
• Attend to requirements received by form or through ClickUp.
• Be an interlocutor with local and global teams according to the project or request.
• Generate structured feedback and follow up on compliance with indicators linked to processes and operational quality.
• Support change management within the Contact Center.

Requirements:

• Studies related to Industrial Engineering, Project Management and related fields.
• Experience in CEX areas, updating, proposing and implementing Customer Experience processes.
• Great analytical capacity, proactive attitude and customer management.
• Good communication skills.
• Intermediate knowledge of Office package.

What Cabify Offers:

• Fun events with the whole team.
• Employee discounts.
• Personal development programs.
• All the equipment you need.
• Free coffee!