Senior Conversation Quality Analyst

• Map, test, and monitor conversational journeys
• Identify issues and analyze CX metrics to recommend improvements to automated channels
• Design, update, and monitor detailed service-flow maps for chatbots, IVR systems, and other automated channels
• Perform end-to-end testing by simulating multiple user profiles, complex intents, navigation deviations, and exception scenarios
• Investigate the technical and operational root causes of friction throughout user journeys, including broken flows, inappropriate transfers, integration errors, and intent misrecognition
• Track metrics such as retention/resolution rate, escalation rate, CSAT, and abandonment rate
• Propose data-driven action plans
• Translate technical findings into value opportunities and recommend improvements to language, conversational UX, and flow logic
• Collaborate with Business, UX/Content Writing, Development, and Customer Service/Operations teams to validate changes and implement optimizations

• Previous experience in Quality Assurance (QA), Process/Journey Mapping, or working with Conversational Digital Channels (Chatbots, WhatsApp, IVR)
• Proficiency in journey/flowchart mapping methodologies and tools, particularly Miro
• Knowledge of bot architecture, transition logic, intents, and decision trees
• Ability to structure complex test cases and accurately document exception scenarios
• Strong analytical mindset and data-driven approach
• Exceptional attention to detail and an investigative mindset
• Clear understanding of how operational efficiency metrics impact customer satisfaction and business ROI
• Excellent interpersonal communication skills and ability to facilitate collaboration between technical and business teams

• Meal voucher
• Food allowance
• Home office allowance
• Health insurance
• Dental insurance
• Life insurance
• Birthday day off
• TotalPass / Wellhub
• Boon Saúde app
• Discount partnerships
• Discounts at partner businesses and educational institutions
• Welcome kit
• Onboarding program
• Verity Learning
• Verity Break
• #VerityComVocê