- Utilization of SQL for data analysis and extraction of insights related to customer service;- Construction and maintenance of dashboards in Looker Studio to visualize the quality of call center services;- Analysis of service metrics, including CSAT, AHT, FCR, and CR;- Providing support to the team through quantitative and data-driven analyses to optimize processes and improve operational performance;- Development and execution of action plans to address critical points identified in the analysis of service metrics presented in the dashboards.

- Coordination, leadership, and motivation of the team to ensure efficiency and high performance.- Supervision and monitoring of DSAT/CSAT to ensure customer satisfaction and identify areas for improvement.- Preparation of materials for presenting KPIs to clients, highlighting performance and results achieved.- Management of work routines to ensure the fulfillment of established goals and deadlines, promoting operational efficiency.- Development of communication strategies, process, and system and product specifications to drive operational excellence and customer satisfaction.- Conducting meetings with clients and partners to present results and discuss improvements, strengthening relationships and aligning expectations.- Validation of content and reports generated by CX analysts, ensuring the accuracy and quality of the information presented to stakeholders.

- Conducting voice service monitoring, emphasizing the evaluation of CSAT/DSATs to ensure excellence in the provided service.- Identifying and analyzing improvement opportunities in human service and processes of the contracting client, aiming to enhance the customer experience.- Providing feedback and technical guidance to agents, promoting skill development and service quality.- Active participation in internal and client calibration meetings, contributing to the standardization and continuous improvement of service and quality standards.

- Effective management of communications and maintenance of records using CRM and Salesforce to ensure organized and personalized customer follow-up.- Development and implementation of digital media campaigns to efficiently reach and engage the target audience.- Detailed analysis of campaign performance, using relevant metrics to evaluate impact and return on investment.- Conducting AB tests to optimize campaign effectiveness and identify the best communication strategies.- Active management and prospecting of leads, using strategic approaches to identify and cultivate qualified business opportunities.

- Printing and organizing exams, especially imaging exams.- Recording and filing the results of completed exams in the system.- Requesting reports from the responsible physicians.- Public service at the reception, via email, and by phone.- Communication with all areas of the hospital.