CAIXA Residencial

Call Center Representative

• Handle end-to-end processing of received complaints on SAC and Reclame Aqui;
• Draft strategic, clear public responses aligned with the brand's positioning;
• Ensure compliance with defined SLAs and quality standards;
• Mediate conflicts with dissatisfied customers and detractors;
• Analyze recurring issues and identify root causes of complaints;
• Propose and monitor action plans;
• Monitor and analyze metrics such as Consumer Score, resolution rate, response rate, and recurring complaints;
• Work proactively to reduce new Reclame Aqui registrations;
• Support quality and customer experience initiatives (TQC/CX).

Senior SAC Analyst, Contact Center

Auditor

• Conduct internal audits focused on information technology, including processes, systems, security, and cyber risks;
• Move between distinct disciplines (regulatory, operational, technology, and advisory audits);
• Assess the effectiveness of internal controls and risk management;
• Prepare practical findings and feasible recommendations to improve processes;
• Perform data analysis using automation tools;
• Develop continuous audit workflows;
• Time management;
• Monitor applicable regulations.
• Plan technology-focused audits covering IT processes, systems, security, cyber risks, ITGC, and data-driven audits (scope, objectives, approach and timeline, opening meetings);
• Execute internal audit engagements (design, execution and formalization of control effectiveness tests, process understanding, alignment meetings);
• Identify and analyze process risks and controls;
• Identify audit points and opportunities for improvement;
• Prepare internal audit reports with findings, audit points and improvement opportunities;
• Develop and execute data analysis routines for audit testing;
• Support the implementation of continuous audit workflows;
• Use data analysis and GRC tools;
• Communicate clearly and professionally with audited areas;
• Prepare executive presentations for managers and senior leadership;
• Provide periodic reporting on the progress of internal audit engagements;
• Monitor implementation of internal audit recommendations;
• Perform validation and formalization (retesting) of action plans to ensure risk mitigation;
• Assist in preparing the annual internal audit plan;
• Stay current on industry standards and regulations;
• Monitor and oversee outsourced audits;
• Supervise and mentor junior and mid-level internal auditors;

Senior SAC Analyst, Contact Center

Senior Internal Auditor – Technology