Especialista NPS (Net Promoter Score)

The Commercial VP and the VP of HR and Communications invite you to apply for the following position:

NPS Coordinator

Role Objective: 

Ensure the achievement of NPS indicators for partners individually and for the company as a whole. Identify structural causes of customer dissatisfaction. Monitor and control the execution of sent surveys. Analyze and propose action plans to improve survey response rates and their respective ratings.

Related functions:
- Continuously monitor the timely process of sending satisfaction surveys and their processing in the respective applications (Qlik View)
- Analyze survey results daily, proposing and agreeing on corrective action plans in a timely manner, ensuring their implementation
- Identify unusual variations in survey response rates to implement corrective measures that achieve the expected response rates (>25%)
- Prepare and attend periodic meetings with partners regarding the monitoring of NPS indicators and their improvement plan

- Carry out the monthly consolidation of figures to be presented at the Executive Committee and the quarterly consolidation of figures to be presented to Headquarters. 
- Manage cases of interest with different areas (Customer Service, PQRs, Service Lines, Claims, Commercial) and actively participate in the optimization of processes to help improve the NPS score.

Professional profile required for the role: 
Professionals in Business Administration, Industrial Engineering, Economics, or related fields. Must have technical knowledge in handling PQRs, managing interdisciplinary teams, and performance indicators. Advanced Excel skills are important.