Conversation Quality Analyst Senior

JobgetherCustomer Experience

BrazilFull-TimeSenior

Salary not disclosed

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Job Details

Previous experience in Quality Assurance, process or journey mapping, or digital conversational channels such as chatbots, WhatsApp, or IVR.
Strong knowledge of journey and flow-mapping methodologies and tools, particularly Miro.
Understanding of bot architecture, transition logic, intents, decision trees, and conversational flows.
Ability to structure complex test cases and accurately document exception scenarios.
Strong analytical and data-driven mindset, with a highly detail-oriented and investigative approach.
Ability to understand customer behavior and investigate the underlying causes of navigation or conversational failures.
Understanding of how operational efficiency metrics can influence customer satisfaction and business ROI.
Excellent interpersonal communication skills, with the ability to connect technical teams and business stakeholders effectively.

Map, document, update, and monitor detailed conversational journeys across chatbots, IVRs, WhatsApp, and other automated channels.
Design and execute comprehensive end-to-end tests covering different user profiles, complex intents, navigation deviations, exceptions, and failure scenarios.
Investigate root causes behind conversational and operational issues, including broken flows, incorrect transfers to human support, integration errors, and misunderstood intents.
Monitor CX and operational metrics such as automated-channel resolution, retention, transfer rates, CSAT, and abandonment.
Translate technical and analytical findings into practical improvements for customer experience and business performance.
Collaborate with business, UX/content, development, and customer operations teams to validate changes and implement journey optimizations.

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