Process and Quality Analyst

Description

We are seeking a Process and Quality Analyst to structure, standardize, and continuously improve the company's processes, ensuring operational efficiency, compliance with internal standards, and a positive experience for our customers/members. This position will be responsible for mapping processes, proposing improvements, monitoring KPIs, and supporting departments in implementing best practices in management and quality. Responsibilities * Map, design, and update processes (flowcharts, procedures, work instructions). * Conduct process diagnostics (bottlenecks, rework, operational risks) and propose improvement plans. * Structure, implement, and review internal standards, policies, and procedures. * Support the definition and monitoring of process performance indicators (KPIs). * Monitor compliance with the company's defined quality and service standards. * Lead or support continuous improvement projects (e.g., customer journey review, TAT reduction, error reduction). * Prepare managerial reports with analyses, insights, and recommendations for leadership. * Support team training on new processes and procedures. * Collaborate with Operations, Customer Service, GRC, and Technology departments in implementing changes. * Contribute to standardizing documents and forms used in operational routines. Requirements * Completed undergraduate degree in Business Administration, Production Engineering, Quality Management, Business Process Management, or related fields. * Prior experience in process mapping and improvement (BPM, workflows, SIPOC, etc.). * Knowledge of process modeling tools (e.g., Bizagi, Visio, Draw.io, or similar). * Experience with performance indicators (definition, monitoring, and analysis). * Proficiency in Excel/Spreadsheets (intermediate to advanced level). * Strong analytical ability, organizational skills, and results orientation. * Effective communication skills for interaction across departments and hierarchical levels. Preferred Qualifications * Experience in service, financial, insurance, or asset protection / mutualist companies. * Knowledge of continuous improvement methodologies (e.g., PDCA, Lean, Six Sigma, Kaizen). * Familiarity with governance, risk, compliance, and/or internal audit. * Experience implementing quality and customer service standards. Compensation: starting from R$2\.300,00 per month Screening Question(s): * Completed undergraduate degree in Business Administration, Production Engineering, Quality Management, Business Process Management, or related fields? * Prior experience in process mapping and improvement (BPM, workflows, SIPOC, etc.)? * Knowledge of process modeling tools (e.g., Bizagi, Visio, Draw.io, or similar)? * Proficiency in Excel/Spreadsheets (intermediate to advanced level)? Work Location: On-site