Insurance · Service, Training and QualityData that transforms knowledge management
At CRAG, MAG Seguros' relationship center serving customers, brokers and partners across every channel, the Tá na MAG environment measures more than how many people accessed the platform: it investigates which content was used, which questions persist and how information can be more useful to service.
MAG Seguros: best company to work for in Rio de Janeiro and #1 in Brazil in GPTW 2026.
The cancellation topic was spread across 13 articles in the knowledge base.
After the committee's review, the same content fits in 2 articles — about 85% fewer documents.
Listen, interpret, act and measure
- 01
Listen
Questions, complaints and suggestions come in through a SharePoint flow. The team also listens to call samples, because it does not fully trust AI-generated information — one check involved 60 calls.
- 02
Interpret
A routine reading of access, views, topics and formats to understand what the operation really uses.
- 03
Act
Targeted content, campaigns, micro-lessons, alignment with leadership and quality briefings.
- 04
Measure
A PDCA cycle for articles — plan, do, check, act — re-planning whenever needed.
Committee results
A “10-hands” effort: the operation approves the “article of the moment” and decides how content should be presented.
Knowledge reviewed with those who use it
Tá na MAG Committee
Service, quality, training, processes and leadership jointly assess the platform experience and reorganize content.
BI dashboard with Beedoo data
Access, views, learning paths and assessments by period, team or person — even to investigate a valid complaint.
Feed and weekly communication
Announcements, guidance, campaigns and recognition, with a weekly roundup of platform news.
“How MAG Seguros turns data into quality and behavior.”
Greater analytical capacity does not replace human judgment: the team revisits interactions, checks information and considers context before deciding on interventions.
Jerônimo has worked in quality and training since 2014, after starting as a telemarketing agent. His team includes analysts Priscila and Raiane and João, the quality team's “data guy”, who joined as a young apprentice and was hired full-time.
Quality and knowledge data together
100% of calls are recorded and analyzed with speech analytics, and quality monitoring is becoming automatic.
The data dashboard, connected to Beedoo data, shows whether the agent checked the right article on the date of a valid complaint.
In Tá na MAG, each article section can be marked as read, and the team flags when an article has been updated.
A weekly email summarizes what was posted on the feed the previous week.
What the metrics show
Over 100K feed views — Silver at the Beedoo Impact Awards 2026.
According to the periods analyzed by the MAG team.
Does your operation know which content really helps your teams?
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