Ombudsman Analyst

Qualicorp

Analyst managing customer complaints in São Paulo/SP for Qualicorp, ensuring alignment with institutional and legal parameters. Focused on reputation management and customer experience.

Posted 5/26/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Respond to complaints within established deadlines, using clear, courteous and empathetic language; draft formal, technical and empathetic responses that adhere to internal guidelines, legal regulations and institutional responsibilities.
Gather information from internal areas, operators and partners to present complete and assertive solutions; collaborate with other Ombudsman teams to ensure technical alignment.
Ensure each case is resolved definitively, preventing recurrence of the same cause and avoiding repeat contacts from the customer for the same issue.
Monitor regulatory SLAs, ensuring compliance with legal deadlines and risk mitigation; track Ombudsman KPIs (deadlines, recurrence, volume, sensitive topics).
Identify recurring root causes and propose action plans to improve processes, turning complex cases into best-practice examples for the entire team.

Requirements

What you’ll need

Solid experience in Ombudsman services, critical customer service or high-exposure areas (Reclame Aqui, Procon, Consumidor.gov);
Experience in monitoring and managing SLAs and performance indicators;
Experience handling complex and sensitive cases with a focus on definitive resolution;
Excellent formal writing skills, with mastery of institutional and public communication;
Practical knowledge of regulatory processes and reputational risk management;
Direct experience with Reclame Aqui or other high-visibility channels;
Knowledge of ANS and health regulation and familiarity with the Consumer Protection Code;
Experience building reports and analyzing indicators;
Experience supporting language standardization or reviewing responses.

Benefits

Comp & perks

🚌 Transportation allowance;
🍽️ Meal voucher or food allowance;
🏥 Health insurance;
🦷 Dental insurance;
🛡️ Life insurance;
⚰️ Funeral assistance;
📈 PPR (Profit Sharing Program);
🏋️ Wellhub;
🧘 Zenklub;
* Extended maternity and parental leave / Adoption leave;
🏅 Recognition for length of service;
🎓 Quali University;
📚 Partnerships with educational institutions;
💻 Home office support;
* Day off on your birthday.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Ombudsman servicesSLA managementperformance indicatorsformal writingregulatory processesreputational risk managementreport buildingindicator analysislanguage standardizationresponse reviewing

Soft Skills

clear communicationcourteous languageempathetic languagecollaborationproblem-solvingcritical thinkingassertivenesscustomer serviceattention to detailprocess improvement