Conversation Quality Analyst Sênior

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Conversation Quality Analyst Sênior based in Brazil.

This is a senior opportunity for a professional focused on the quality, performance, and continuous improvement of conversational experiences.
You will map, test, monitor, and optimize journeys across chatbots, IVRs, WhatsApp, and other automated channels.
The role combines QA, customer experience, analytics, and business understanding to identify friction and root causes.
You will work with complex scenarios, testing exceptions, transitions, integrations, and conversational intelligence.
Your analysis will help improve automation efficiency, customer satisfaction, and operational outcomes.
The environment is multidisciplinary, bringing together business, UX/content, development, and operations teams.
This is a fully remote role suited to someone curious, detail-oriented, data-driven, and comfortable turning insights into action.

• 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, using data to identify opportunities and recommend action plans.

• Translate technical and analytical findings into practical improvements for customer experience and business performance, including enhancements to language, conversational UX, and flow logic.

• Collaborate with business, UX/content, development, and customer operations teams to validate changes and implement journey optimizations.

Requirements

• 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.

Benefits

• Fully remote work model.

• Meal voucher.

• Food allowance.

• Home-office allowance.

• Medical insurance.

• Dental insurance.

• Life insurance.

• Birthday day off.

• TotalPass / Wellhub access.

• Access to Boon Saúde.

• Discounts and partnerships with businesses and educational institutions.

• Welcome kit.

• Structured onboarding.

• Access to learning and professional development initiatives.

• Dedicated wellness and employee-support initiatives.