Senior Ombudsman Analyst

Description

Job Summary: We are seeking a Senior Ombudsman Analyst to manage complex requests, propose improvements, and optimize customer experience. Key Highlights: 1. Strategic involvement in the Ombudsman's Office and final-instance channels 2. Focus on continuous improvement of processes and products 3. Analysis of complaint patterns and suggestion of preventive actions Description: Requirements and Qualifications: * Experience in the Ombudsman's Office; * Clear, strategic, and objective communication, both written and verbal; * Analytical, investigative, and communicative profile, with focus on understanding scenarios and proposing solutions; * Strong conflict resolution skills and ability to conduct mediations/conciliations; * Critical thinking and ability to independently analyze complex scenarios; * Knowledge of LGPD (Brazilian General Data Protection Law) and the Consumer Defense Code. Preferred Qualifications: * Valid certification in Ombudsman practices; * Conflict Mediation course. We are looking for a Senior Ombudsman Analyst with an analytical, investigative, and communicative profile, capable of handling highly complex situations and interacting with customers in a strategic and empathetic manner. Main Responsibilities: * Handle requests from Reclame Aqui, the Ombudsman's Office, and other final-instance channels, always focusing on balanced, high-quality approaches; * Document and track complaints received through channels managed by the Ombudsman's Office; * Actively collaborate with partner departments to ensure comprehensive and satisfactory solutions; * Propose workflow, process, and product improvement insights aimed at optimizing customer experience and preventing recurrence; * Analyze complaint patterns and trends, suggesting corrective and preventive actions; * Prepare analytical reports to support involved departments and other internal stakeholders. 251020020252453121