Senior Customer Service Analyst

Saúde PASA

Senior Analyst providing comprehensive customer support and CRM expertise in healthcare operations. Leading analytical efforts and process improvements in a client-focused framework.

Posted 5/18/2026full-timeSão Luís • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Serve as a technical reference on topics related to customer service, CRM and customer experience (CX).
Support the Relationship Management team in analyzing and monitoring performance, quality and beneficiary experience indicators.
Prepare, analyze and present management reports, dashboards and analytical studies using Power BI and advanced Excel to support strategic decisions.
Use CRM tools to analyze journeys, recurring issues, bottlenecks and opportunities for service improvement.
Contribute suggestions to improve processes and workflows, focusing on operational efficiency and customer satisfaction.
Support the assistants’ team by providing:
Technical guidance
Clarification of operational doubts
Sharing best practices in customer service
Contribute to technical training initiatives by supporting trainings, refreshers and alignments conducted by Management.
Ensure clear, empathetic and professional communication in interactions with beneficiaries, internal teams and partner areas.
Work collaboratively with other departments of the operator, supporting cross-functional requests related to customer service.
Ensure compliance with rules, institutional guidelines and PASA policies within the scope of your technical role.

Requirements

What you’ll need

Bachelor’s degree completed (Administration, Healthcare Management, Engineering, Statistics or related fields).
Solid experience as a Senior Analyst, preferably in customer service, client relationship or health insurance operator environments.
Knowledge of CRM and fundamentals of Customer Experience (CX).
Power BI at intermediate/advanced level (dashboards, KPIs, analyses).
Advanced Excel (pivot tables, formulas, data analysis).
Strong analytical skills and data-driven critical thinking.

Benefits

Comp & perks

Commuter allowance (VT) as needed with a 4% salary deduction
Meal allowance (VR) of R$19.90 per working day with a 5% deduction on the provided amount
Health plan (employee only) with a fixed deduction of R$0.01; Amil 400 QC National
Life insurance at no cost (no payroll deduction)

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

Power BIadvanced Exceldata analysisdashboardsKPICRManalytical studiesperformance monitoringprocess improvementcustomer experience

Soft Skills

analytical skillsdata-driven critical thinkingempathetic communicationprofessional communicationcollaborationtechnical guidanceclarification of operational doubtsbest practices sharingsupporting trainingsoperational efficiency

Certifications

Bachelor’s degree