TEM Saúde

Analyst

• Conduct monitoring of customer interactions (phone, chat, email, and other channels), assessing adherence to company standards and procedures.
• Apply quality forms and criteria, recording the results of evaluations.
• Analyze, handle, and respond to customer complaints, ensuring appropriate resolutions within established deadlines.
• Identify deviations, non-conformities, and opportunities for process and service quality improvement.
• Provide structured feedback to agents, guiding them on development opportunities and best practices.

Junior Quality Analyst

General

• Act as the Product Owner for the Data area, managing the backlog, priorities and deliveries aligned with business strategies.
• Translate business requests into clear, actionable requirements for the technical team.
• Coordinate Data and Engineering teams, promoting organization, efficiency and continuous development.
• Lead the evolution of data architecture, integrations and data ingestion processes.
• Ensure the quality, governance and standardization of metrics, reports and dashboards.
• Conduct alignments with internal and external stakeholders, ensuring clear communication and expectation management.
• Monitor project progress through metrics, executive presentations and strategic analyses.
• Act as an agent of transformation, strengthening the data-driven culture and expanding the impact of data on company decisions.

Data Coordinator

Product Designer

• Design and structure end-to-end conversational flows.
• Create and maintain customer service journeys across digital channels (chat, WhatsApp, mobile app, and portal).
• Write conversational content (messages, responses, variations, and fallbacks) aligned with the brand voice.
• Work on UX Writing for digital interfaces, reviewing and improving text in screens, forms, error messages, and product components.
• Ensure language consistency across bots, interfaces, and other digital touchpoints.
• Define and evolve the user experience in AI-driven interactions (prompt design, instructions, and response guidance).
• Build hybrid experiences (structured flow + AI).
• Analyze performance metrics (resolution, abandonment, fallback) and propose continuous improvements.
• Collaborate with Product, Technology, Marketing, CX, and Design teams.
• Conduct textual usability reviews and propose improvements to clarity and comprehension in interfaces.
• Document flows, language guidelines, and communication best practices.

Conversational UX Analyst – Mid-level

• Lead continuous improvement initiatives, driving efficiency gains, waste reduction and operational excellence.
• Define, monitor and analyze performance indicators (KPIs), turning data into strategic actions and measurable results.
• Perform root cause analyses and implement action plans to ensure effective problem resolution.
• Map, standardize and optimize processes, ensuring quality, governance and operational best practices.
• Collaborate across functions to drive change and remove barriers to project success.
• Develop and train teams on quality and continuous improvement methodologies and tools.
• Manage risks, monitor customer satisfaction metrics and strengthen a culture of excellence.
• Support business strategy through analyses and recommendations that contribute to decision-making and the organization's sustainable growth.

Senior Quality and Improvement Analyst

Consultant

• Conduct process diagnostics with business areas, evaluating process flows, roles, responsibilities, rules, risks, controls, indicators and opportunities for improvement.
• Map, analyze and redesign current and future processes (AS IS/TO BE), ensuring standardization, simplification, quality, compliance and operational efficiency.
• Lead continuous improvement initiatives using methods and tools such as PDCA, Kaizen, Lean, root cause analysis, 5 Whys, Ishikawa and structured action plans.
• Define, monitor and analyze process, quality and productivity indicators, SLAs, rework, cycle time and compliance, supporting executive reports and management decisions.
• Propose consultative recommendations to eliminate bottlenecks, reduce risks, improve user experience and raise process maturity.
• Document and maintain updated flowcharts, procedures, work instructions, RACI matrices, operational policies and other process governance artifacts.
• Support audits, quality reviews, internal controls and compliance actions related to the processes within your scope.
• Conduct stakeholder alignments, facilitating workshops, discovery meetings, validations, prioritization of improvements and tracking of deliverables.
• Oversee implementation and sustainment of changes, ensuring appropriate communication, user guidance, monitoring of results and post-implementation stabilization.
• Act as a technical reference in quality and process improvement, disseminating best practices, methodological standards and a continuous improvement mindset across supported areas.

Process Consultant

Project Manager

• Map, analyze and document processes with business areas, identifying flows, activities, roles, responsibilities, rules, risks, controls and opportunities for improvement.
• Create and update flowcharts, procedures, work instructions, RACI matrices and other documents related to process governance.
• Support the redesign of current and future processes (AS IS/TO BE), proposing simplifications, standardizations and improvements aligned with the needs of the areas and the organization’s objectives.
• Apply continuous improvement tools such as PDCA, Kaizen, 5 Whys, Ishikawa and action plans, contributing to problem solving and the reduction of operational bottlenecks.
• Define, monitor and analyze process, quality, productivity, SLA, rework, cycle time and compliance indicators, supporting report generation and recommendations.
• Support audits, quality reviews, internal controls and compliance actions related to the processes within your scope.
• Participate in meetings, interviews, workshops and validations with stakeholders, contributing to requirements gathering, expectation alignment and prioritization of improvements.
• Monitor the implementation of improvements, supporting communication, user guidance, result monitoring and stabilization of changes.
• Promote best practices in documentation, standardization, quality and continuous improvement, contributing to increased process maturity.

Project Analyst, Mid-level

Supervisor

• Supervise the Network Management team, ensuring organization, monitoring and execution of the area’s operational and strategic activities.
• Support the development and guidance of the team, ensuring targets, deadlines and quality standards are met.
• Manage relationships with the accredited provider network, supporting negotiations, conflict resolution, and the maintenance of partnerships.
• Monitor performance indicators and propose process improvements.
• Ensure correct application of company policies and guidelines, and support external activities and provider visits when necessary.

Credentialing Supervisor

• Support the Customer Experience (CX) strategy
• Ensure correct execution and monitoring of implemented customer experience journeys
• Translate strategic directions into routines, analyses and operational reports
• Collaborate with Product, Technology, Operations and Customer Service to identify opportunities to evolve the customer’s digital experience
• Management and analysis of Voice of the Customer (VOC)
• Monitor Voice of the Customer reports (NPS, CSAT, CES), SAC, Reclame Aqui and other channels to collect inputs for tracking possible improvements
• Translate customer pain points into operational improvement opportunities
• Conduct root cause analyses
• Support generation of actionable insights for partner teams
• Monitoring of metrics
• Monitor operational and experience metrics
• Prepare analyses and diagnostics
• Recommend corrective and preventive actions
• Identify significant variations and flag risks or opportunities to leadership
• Support customer journey improvement projects
• Analyze processes and flows that impact the customer journey
• Monitor implementation of improvements and their impact on the experience