Banco Daycoval

Senior Quality and Continuous Improvement Analyst

Banco Daycoval

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

Tech Stack

SQL

About the role

  • Conduct in-depth end-to-end analyses of the Ombudsman (customer relations) processes, identifying bottlenecks, inefficiencies, risks and improvement opportunities
  • Evaluate operational data, performance indicators and customer feedback to support diagnostics
  • Prioritize initiatives based on impact, feasibility, risk and business return
  • Lead structured root cause analyses using recognized market methodologies
  • Assess operational, regulatory, financial and customer experience impacts prior to implementation
  • Plan and execute medium- to high-complexity continuous improvement projects
  • Define scope, schedule, success indicators and monitoring criteria
  • Work collaboratively with areas such as Operations, Product, Customer Service, Technology, Quality and Compliance
  • Monitor the execution of implemented actions, ensuring adherence to the plan and expected results
  • Track indicators and ensure the sustainability of improvements over time
  • Establish governance for monitoring and process standardization
  • Prepare management reports and executive presentations with analyses, recommendations and results

Requirements

  • Bachelor's degree in Business Administration; Engineering; Economics; Process Management or related fields
  • Knowledge of financial products
  • Solid experience in Continuous Improvement within Ombudsman/Quality/Processes/Customer Experience (CX)
  • Familiarity with process mapping tools and continuous improvement methodologies
  • Knowledge of performance indicators (KPIs) and data analysis
  • Preferred: Postgraduate/MBA in Process Management; Quality / Lean / Six Sigma; Customer Experience (CX); Project Management
  • SQL
Benefits
  • Medical and Dental Insurance: Comprehensive coverage for quality medical and dental care
  • Meal/Food Allowance
  • Life Insurance
  • Childcare Assistance: Financial support to help balance work and family responsibilities
  • Support for employees with children with disabilities: The company's commitment to the well-being and personal and professional development of employees and their families
  • Extended Maternity and Paternity Leave: Full support for employees during these important life events
  • Profit Sharing (PLR): Financial recognition for your effort and contribution to the company's success
  • Performance-based Incentive Program: Ongoing incentives to achieve individual and collective goals
  • Education Assistance: Support for academic and professional development, investing in your growth
  • Discount Partnerships: Exclusive benefits on a range of products and services through strategic partners
  • Day Off: Flexibility with one day off to recharge and balance responsibilities
  • Totalpass - Health Incentive: Access to a wide network of fitness activities, promoting an active and healthy lifestyle
  • Workplace exercise sessions: Promoting well-being and motivation among our employees
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Continuous ImprovementData AnalysisProcess MappingSQLPerformance IndicatorsRoot Cause AnalysisProject ManagementLeanSix SigmaCustomer Experience
Soft Skills
Analytical ThinkingCollaborationCommunicationProblem SolvingLeadershipOrganizational SkillsPresentation SkillsPrioritizationGovernanceMonitoring
Certifications
Bachelor's DegreePostgraduate/MBA in Process ManagementQuality CertificationLean CertificationSix Sigma CertificationProject Management Certification