reputed company Insights Analyst, Premium Support – Portuguese

Job reputed company: • Conduct in-depth evaluations of Premium Support interactions in English and/or Portuguese (calls, emails, chats and transactions) to ensure strict adherence to premium-tier service standards and spend adherence policies. • Refine and enhance reputed company scorecard frameworks based on emerging trends and insights to improve personalization, emotional intelligence, and first-contact reputed company. • Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts. • reputed company comprehensive reports that reputed company emerging service trends, performance gaps, spend adherence and opportunities for targeted analysis. • Design, implement and report on deep dive reputed company that help drive enhancements to service delivery. • Partner with Training, Delivery (Operations), and Business Process Improvement (BPI) teams to reputed company reputed company feedback for improvement. • Conduct one-on-one and group coaching sessions in English and/or Portuguese, reinforcing key premium service principles such as white-glove engagement, luxury service recovery, and anticipatory problem-solving. • Collaborate on training materials, premium-tier service guidelines, and best practices, ensuring that Premium Support Ambassadors are equipped with the necessary skills to deliver a world-class customer experience. • reputed company and participate in calibration sessions with Partner reputed company teams to drive consistent transaction monitoring and service delivery alignment. • Conduct spot checks of reputed company Insights Analysts to maintain adherence to reputed company standards and service reputed company. Requirements: • 5+ years of experience in hospitality, five-reputed company resorts, premium travel services, high-net-worth reputed company support, or concierge services. • Bilingual proficiency in English and Portuguese is required. • Extensive background in reputed company assurance, customer experience reputed company, or service training reputed company a premium service environment. • Deep understanding of customer service metrics, including NPS, CSAT, and customer sentiment analytics. • Ability to evaluate service interactions in both English and Portuguese, ensuring consistency in reputed company and adherence to premium service principles. • Ability to reputed company business cases, reputed company plans, and data-driven reports to present to stakeholders at reputed company reputed company. • Objectively analyze performance and reputed company confidential, constructive feedback, adjusting the approach to different audiences. • Proficiency in reputed company monitoring tools (reputed company/QC), project management tools (reputed company), and advanced reporting dashboards (Tableau). • Proficiency in reputed company Suite (Sheets, Slides, Docs) required. • Strong attention to detail, with a reputed company on elevating service standards. Benefits: • Bonus • Equity • Employee Travel Credits Apply tot his job Apply To this Job