SENIOR QUALITY ANALYST - PROCESS FOCUS

Description

Job Summary: Senior Quality Analyst with a process focus, responsible for mapping, standardizing, and optimizing critical processes across the student journey. Key Highlights: 1. Transform lives through education 2. A team that thinks originally and disruptively 3. Focus on continuous improvement and innovation **HERE YOUR CAREER STARTS BIG.** **JOIN YDUQS AS A SENIOR QUALITY ANALYST \- PROCESS FOCUS.** We have an ambitious project requiring a team willing to think originally and disruptively, aiming to solve today’s biggest challenges in education: access, technology, personalization, and our students’ success. We are an energetic company—born large, delivering extraordinary results. Join this team! **COME TRANSFORM LIVES. INCLUDING YOUR OWN.** **Responsibilities and Duties** **The main challenges as a SENIOR QUALITY ANALYST \- PROCESS FOCUS are:** * Map processes and workflows across critical channels (AS IS / TO BE), identifying bottlenecks, risks, and friction points in the student journey; * Standardize and document processes (SOPs, policies, work instructions, escalation matrices), ensuring compliance with rules, consistency across departments, and execution quality; * Conduct root cause analysis and identify improvement opportunities, reducing problem recurrence and strengthening issue resolution in service delivery; * Design, implement, and monitor improvement plans, prioritized by impact, with clearly defined owners, deadlines, targets, and KPIs; * Audit processes and conduct periodic compliance reviews, ensuring adherence, risk mitigation, and alignment with regulatory requirements applicable to critical channels; * Govern cross\-departmental workflows, collaborating with Customer Service, Academic Affairs, Finance, Operations, Legal, and other areas to ensure fluidity, integration, and elimination of rework; * Monitor process KPIs (SLA per stage, rework rate, lead time, SOP adherence), issuing alerts, explanatory analyses, and actionable recommendations; * Prepare executive analyses and process evolution reports, translating impacts, risks, and opportunities for leadership and responsible departments; * Support strategic projects and initiatives, ensuring new products, services, policies, and systems are implemented with robust, student\-journey\-oriented processes; * Lead continuous improvement rituals and forums, encouraging interdepartmental collaboration, data\-driven decision\-making, and a culture of operational excellence. **Requirements and Qualifications** **We seek professionals with:** * Completed undergraduate degree; * Postgraduate degree in Process Management/Quality is desirable; * Experience in process mapping and modeling (BPMN 2\.0\), documentation, and AS IS / TO BE design; * Knowledge of continuous improvement methodologies (Lean Six Sigma, PDCA, A3\); * Knowledge of root cause analysis (RCA) techniques; * Knowledge of organizational change management (ADKAR / Prosci) and process governance; * Experience with quality and compliance practices in customer service channels, including auditing, SOPs, operational and regulatory KPIs. **Additional Information** Work Location: Maracanã, RJ. Work Model: Hybrid (3 days onsite per week). Working Hours: 40 hours per week, Monday to Friday, from 9 AM to 6 PM, with flexible options between 8 AM and 5 PM. **At YDUQS you’ll find:** * **Full tuition scholarships** up to 100% for employees, legal dependents, and affiliates (parents, siblings). Up to three scholarships may be held simultaneously; * **Comprehensive medical assistance**, fully subsidized for employees and partially for family members, with employee responsibility for co\-payment; * **Optional dental assistance**, supporting your oral health; * **Meal Voucher or Food Allowance**, with choice flexibility to meet your needs; * **Wellhub or Totalpass**, offering flexible gym membership options; * **Wellz**, a mental and emotional wellbeing platform providing diverse support types, including access to individual online therapy; * **Wellbeing and benefits club**, featuring a dedicated program and exclusive advantages; * **Flexible dress code**, promoting our diversity; * **Life insurance;** * **SESC membership;** * **Corporate University**, available via our exclusive portal, Educare; * **Growth opportunities**: over 60% of current openings are filled through internal selection processes. Hybrid work model applies to all corporate offices of the company. Flexible working hours: we offer a Flexible Hours Policy for corporate administrative employees, allowing schedule options within company\-defined time windows—including remote work options. Extended remote work (home office) for new mothers returning from maternity leave, for up to 3 months, depending on role. We believe in the excellence of our education and therefore value graduates from our institutions in our selection processes. Commitment to inclusion: all positions are also open to people with disabilities, reaffirming our deep commitment to diversity. **DIVERSITY: YDUQS values diversity, and the additional information provided in the diversity fields is extremely important to us—please do not skip these questions.** Have you ever thought about **transforming society** through **education**? Then join Yduqs! Yduqs is an education and technology services group committed to driving a **quantum leap in quality** for higher education in Brazil. We deliver high\-quality education to individuals across all social classes, nationwide and throughout their adult lives. With approximately 1.4 million students, we are one of Brazil’s largest higher education groups. With nearly 16,000 employees, we are among the best companies to work for in the country, according to the EXAME People Management Award 2024\. We are ambassadors of Educa2030, the UN Global Compact Brazil initiative, and the only higher education institution worldwide rated "AA" in ESG by MSCI in October 2023\. This reflects our commitment to higher education in Brazil and our ability to generate value for all stakeholders in our business. **PURPOSE** Educate to transform. **VALUES** **Student Focus** We all work for the student—we are passionate about education. **Ownership Mindset** We act as owners, proud of every delivery we make. **Results Orientation** Every effort delivers real, sustainable impact. **Educational Excellence** We exceed expectations, delivering the best training and experience across all segments we serve. **People Development** We take pride in working here. We develop people and value excellence in delivery. **Innovation and Technology** We embed technology across all processes, empowering students, faculty, and employees. **Diversity and Ethics** We do what is right and value differences. **OUR EDUCATIONAL INSTITUTIONS** Ibmec \- IDOMED \- Estácio \- Damásio Educacional \- Hardwork Medicina\- Qconcursos \- Wyden: UniToledo, UniFacid, UniFanor, UniFBV, UniRuy, Faculdade Martha Falcão, UniFavip, UniMetrocamp, Facimp, Faci e Newton Paiva. **We’re transforming education through Technology** For us, education and technology are the formula for inclusion. Leveraging the best of each of our institutions, we are building—uniquely among organizations—an education model combining quality, scale, broad access, specialization, and seamless integration of in\-person and digital learning. **The sector’s leading digital ecosystem** * \+ 30 AI\-powered solutions scaling across the business * 80% of innovation and technology professionals are internal hires * 150 partnerships with startups and innovative solutions * Deep understanding of student behavior **WHAT YOU’LL FIND HERE?** We employ professionals who value innovation within a diverse, simple, and ethical environment. All our initiatives place **the student at the center of decision\-making**, because we consider their success our own. With strong **adoption of digital culture**, we operate through development of methodologies and content reflecting the challenges and needs of our time. We have a **highly senior and competent leadership team**, guiding our organization’s strategy with confidence. We are committed to addressing the strategic national challenge of Diversity \& Inclusion, implementing a **structured program and consistently elevating this topic with senior leadership.** We are obsessed with **employee engagement**, having launched a structured eNPS program with 5 squads running in parallel, focused on continuous improvement of the employee experience. Within 3 months of launch, we’ve already implemented 14 improvements targeting career development and digital infrastructure. Have you ever thought about **transforming society** through **education**? Then join Yduqs!