Mid-Level Customer Service Analyst

Vivo (Telefônica Brasil)

. Transform data into business intelligence by identifying opportunities, correlating metrics, and directing actions to improve customer experience and operational efficiency .

Posted 9/24/2026full-timePorto Alegre • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Data Analytics and Business Intelligence, utilizing tools like Power BI and SQL to transform data into actionable insights. Proficient in process automation and advanced analytics, with a strong focus on improving customer experience and operational efficiency in the telecommunications sector.

Highest-signal resume keywords

Data AnalyticsBusiness IntelligencePower BISQLProcess Automation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisData ProcessingRoot Cause AnalysisCorrelation of MetricsAdvanced Excel

Soft Skills

CollaborationAnalytical ThinkingResults-Oriented Approach

Tools & Technologies

Artificial Intelligence ToolsBusiness Intelligence Tools

Industry Keywords

TelecommunicationsMobile NetworksQuality MetricsOperational Efficiency

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Transform data into business intelligence by identifying opportunities, correlating metrics, and directing actions to improve customer experience and operational efficiency
Correlate technical, operational, and customer experience metrics, identifying trends, performance issues, and opportunities for improvement
Conduct root cause analyses and support structural initiatives to improve network quality
Build and enhance dashboards, metrics, and management views using Business Intelligence tools
Process, clean, and analyze large volumes of data from different sources
Support process automation initiatives to increase operational efficiency
Use advanced analytics and Artificial Intelligence tools to generate insights and optimize processes
Collaborate with Operations, Engineering, Field Services, and other partner teams, promoting an analytical and results-oriented approach

Requirements

What you’ll need

Bachelor’s degree in Statistics, Computer Science, Information Systems, Engineering, or a related field
Knowledge of Data Analytics, Business Intelligence, Data Science, or Telecommunications
Knowledge of Power BI, SQL, and advanced Excel
Knowledge of process automation and Artificial Intelligence tools
Experience in data analysis, processing, and correlation
Knowledge of telecommunications, with a focus on Mobile Networks, Transmission, Power, Availability, and Quality Metrics

Benefits

Comp & perks

Digital benefits platform offering gym membership, meal vouchers, food vouchers, pharmacy assistance, medical and dental insurance, and life insurance for employees and dependents
Company-issued mobile phone
Unlimited voice and data plan
Special discounts on landline, broadband, TV, and apps
Annual bonus or Profit-Sharing Program (PPR)
Private pension plan
Subsidy for school, daycare, or nanny expenses
Remote work up to two days per week
Flexible working hours
Birthday day off
Corporate volunteering program
Educational Development Program offering partnerships, certifications, and online courses
Internal Recruitment Program in Brazil or abroad
Physical, emotional, and social health initiatives, including nutritionists, psychologists, social services, and telemedicine