Ombudsman Analyst

🕒 May 26

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Qualicorp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1997

💰 Post-IPO Secondary on 2023-01

A Quali é feita de pessoas para pessoas, cada uma à sua maneira e com suas escolhas. Essa é nossa essência.

📋 Description

• Respond to complaints within established deadlines, using clear, courteous and empathetic language; draft formal, technical and empathetic responses that adhere to internal guidelines, legal regulations and institutional responsibilities. • Gather information from internal areas, operators and partners to present complete and assertive solutions; collaborate with other Ombudsman teams to ensure technical alignment. • Ensure each case is resolved definitively, preventing recurrence of the same cause and avoiding repeat contacts from the customer for the same issue. • Monitor regulatory SLAs, ensuring compliance with legal deadlines and risk mitigation; track Ombudsman KPIs (deadlines, recurrence, volume, sensitive topics). • Identify recurring root causes and propose action plans to improve processes, turning complex cases into best-practice examples for the entire team.

🎯 Requirements

• Solid experience in Ombudsman services, critical customer service or high-exposure areas (Reclame Aqui, Procon, Consumidor.gov); • Experience in monitoring and managing SLAs and performance indicators; • Experience handling complex and sensitive cases with a focus on definitive resolution; • Excellent formal writing skills, with mastery of institutional and public communication; • Practical knowledge of regulatory processes and reputational risk management; • Direct experience with Reclame Aqui or other high-visibility channels; • Knowledge of ANS and health regulation and familiarity with the Consumer Protection Code; • Experience building reports and analyzing indicators; • Experience supporting language standardization or reviewing responses.

🏖️ Benefits

• 🚌 Transportation allowance; • 🍽️ Meal voucher or food allowance; • 🏥 Health insurance; • 🦷 Dental insurance; • 🛡️ Life insurance; • ⚰️ Funeral assistance; • 📈 PPR (Profit Sharing Program); • 🏋️ Wellhub; • 🧘 Zenklub; • * Extended maternity and parental leave / Adoption leave; • 🏅 Recognition for length of service; • 🎓 Quali University; • 📚 Partnerships with educational institutions; • 💻 Home office support; • * Day off on your birthday.