Product Analyst Case Standards
LUZA TECNOLOGIA PORTUGAL LDA • Lisbon, Porto, Portugal
Há 1 hora
Descrição do cargo
Support the definition and implementation of global case standards that enable consistent high-quality case handling through clear guidance structured workflows and unified service expectations.
Key Responsibilities
- Analyze current and target case handling processes across markets services and after-sales support functions.
- Document case workflows case documentation standards interaction principles quality expectations and operational guidance.
- Support Product Managers and stakeholders in translating case standards into clear requirements backlog items and acceptance criteria.
- Identify gaps dependencies and improvement opportunities in case management processes and documentation practices.
- Collaborate with business operations training and delivery teams to support adoption of standardized case handling practices.
- Contribute to testing rollout readiness and continuous improvement of case standards.
Required Profile
- Experience as a Business Analyst Product Analyst Functional Analyst or similar role in customer service CRM case management or operational process environments.
- Strong ability to map processes document requirements and translate service expectations into operational standards.
- Good understanding of case lifecycle management service quality documentation practices and customer-focused resolution processes.
- Comfortable collaborating with product business and technology teams in an Agile delivery environment.
- Structured detail-oriented and able to communicate clearly with international stakeholders.
Nice to Have
- Experience with Salesforce or similar CRM platforms.
- Experience in contact center environments customer engagement platforms or after-sales support operations.
- Knowledge of automotive industry processes international rollout projects or multi-market standardization initiatives.
Benefits
- Remote work
- Food ticket
- Health insurance
- Training and access to certification vouchers
- Work-life balance initiatives
- Referral program
- Birthday off
- Give back day enjoy a day to give back to society!
Employment Type : Employee
Experience: years
Vacancy: 1