(Aplica ya) CX Senior Analyst...

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• ️ WE SEE OPPORTUNITIES
• where others see problems
• ️ WE SEE CLOSE
• where others see distance
• ️ WE SEE ADRENALINE
• where others see pressure.Find out how you will deliver magic together with us through your Rappi mission
• Check out how it will impact our ecosystem :
• We are seeking a CX Senior Analyst to monitor, analyze, and optimize customer service operations, ensuring that key performance indicators (KPIs) such as Quality, DSAT, Reopen and Reopen Rate are consistently met. This role focuses on troubleshooting issues, improving support processes, and providing operational insights to enhance the efficiency and effectiveness of the customer experience team.
• As part of Rappi, you will be responsible for :
• What You’ll Do :
• Monitor and analyze key operational KPIs (Quality, DSAT, Reopen, Reopen Rate) to ensure team performance meets business objectives.
• Investigate and resolve escalated issues, ensuring swift resolution and minimal disruption to service.
• Collaborate with cross-functional teams to address recurring operational challenges and implement process improvements.
• Provide real-time support to customer service agents, acting as a point of contact for complex cases.
• Prepare and present reports on support performance, identifying trends, root causes, and opportunities for improvement.
• Leverage
• SQL and advanced Excel
• to build, automate, and optimize dashboards and reporting.
• Assist with agent onboarding and ongoing training, ensuring consistent knowledge and performance tracking during nesting and ramp-up.
• Participate in regular audits of support processes, ensuring compliance with company standards and recommending adjustments where necessary.
• Degree in Business Administration, Industrial Engineering, IT, or related fields.
• Minimum
• 1-year experience in consulting
• (internal or external), preferably in process improvement or CX / operations.
• Proven experience in customer service or operational support roles, with exposure to KPIs such as Quality, DSAT, Reopen.
• Strong analytical skills with experience in
• SQL and advanced Excel
• Excellent communication skills to effectively support, guide, and influence stakeholders.
• Ability to manage multiple priorities and solve problems in a fast-paced environment.
• Familiarity with CRM systems and support ticketing tools is a plus.
• Worker type :
• Regular
• Company :
• Rappi Technology ColombiaFor more information check our website
• and check our reviews on Glassdoor
• we are waiting for you to build and deliver the magic together!
• #Rappi
• Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender identity, race, religion, nationality, age, disability, training or experience.

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