UBEC - União Brasiliense de Educação e Cultura

Analyst

• Monitor, listen to and evaluate phone calls and service interactions via WhatsApp, chat and email using checklists to ensure adherence to scripts and protocols, maintaining standards of language, courtesy, clarity, responsiveness and resolution of customer issues to promote service quality.
• Monitor quality KPIs such as CSAT, NPS and AHT through systematic analysis of reports extracted from institutional tools and customer service platforms, with the aim of assessing interaction effectiveness, measuring customer satisfaction and guiding continuous improvement actions in service delivery.
• Produce periodic reports with qualitative and quantitative analyses of interactions by consolidating data from institutional systems and the evaluation of interactions, in order to identify trends, bottlenecks and improvement opportunities that contribute to enhancing the customer experience and service process efficiency.
• Prepare and deliver individual and team feedback based on evaluations, support corrective actions and positive reinforcement, and recommend training to promote the team's continuous development.
• Support the development and review of scripts, operational flows and FAQs, ensure that agents are aligned with institutional policies and guidelines, and monitor the implementation of new processes to ensure their effectiveness and adoption.
• Act as a liaison between the customer service team and departments such as the Secretariat/Administrative Office, Sales, Academic, IT and Marketing to relay insights, recurring issues or process improvements.
• Participate in alignment meetings, contributing the customer experience and service quality perspective.
• Perform other duties of a similar nature and level of complexity associated with the organizational environment.

Customer Service Quality Analyst

Marketing

• Planejar e executar campanhas de marketing digital, utilizando ferramentas como anúncios pagos, fluxos de e-mail e estratégias de inbound marketing, com análise de dados em tempo real, para atrair, converter e fidelizar públicos estratégicos.
• Monitorar e analisar métricas de desempenho das ações de comunicação e marketing, utilizando ferramentas de mensuração e relatórios periódicos, para avaliar resultados, identificar oportunidades de melhoria e ajustar estratégias de forma contínua.
• Produzir e monitorar conteúdo para redes sociais, com base em calendário editorial e identidade visual da marca, monitorando a performance das postagens e interações com o público, com o objetivo de fortalecer a presença digital e promover relacionamento com a audiência.
• Desenvolver e implementar planos de comunicação interna e externa, com base nos objetivos estratégicos da organização, por meio da definição de públicos, mensagens-chave, canais e cronogramas, a fim de promover o alinhamento institucional e fortalecer o posicionamento da marca.
• Colaborar com equipes de design, relacionamento e comercial, por meio de alinhamentos frequentes e produção conjunta de materiais, para garantir que as mensagens estejam integradas e alinhadas à estratégia institucional.
• Desenvolver e apresentar estratégias de marketing digital e offline, considerando as particularidades dos diferentes canais e públicos, para alcançar os objetivos comerciais, fortalecer a marca e apoiar as áreas de negócio.

Analista de Comunicação e Marketing – Pleno

• Import and authenticate system postings into spreadsheets, as well as perform reconciliation, closing, and issuance of monthly reports, observing deadlines, procedures and the specificities of each mission unit to generate data for budget and cost management.
• Analyze and respond to requests and tickets opened in the management platform related to budget availability, applying higher technical skill and proficiency to clarify questions about budget execution and resolve opened tickets.
• Monitor, reconcile and report on the accounting of agreements, by analyzing budget spending reports and processing related activities, handling situations that demand higher technical skill and complexity to ensure controls and the correct presentation of financial information.
• Validate revenue and expense postings for the month and/or cumulative periods using spreadsheets generated by the operational system for verification, analysis and budget monitoring of the units.
• Prepare consolidated spreadsheets and reports and develop result presentations (Income Statement - DRE; Investments; Philanthropy; and Indicators), proposing improvements and/or adjustments to activities as needed to support management with data and indicators for presenting Grupo UBEC’s financial and accounting information.
• Prepare management reports (Income Statement - DRE; cash flow; balance sheet) and their respective variances using spreadsheets and monitoring monthly expenses by cost center, to reflect operations carried out by mission units and provide managers with information for decision-making.
• Support the preparation and review of the budget proposal, and prepare and release system data (payroll import, delinquency projection and transfers) to contribute to the budget preparation of mission units and assist in presentations to Grupo UBEC’s key stakeholders.
• Review and analyze the history of accounting accounts and participate in the revision of financial statements, proposing recommendations and/or adjustments to the data collected to ensure accuracy and efficiency in presenting results.
• Conduct economic-financial feasibility studies and review and monitor pricing and results of courses offered by Grupo UBEC to ensure budget execution.
• Prepare and analyze KPIs, spreadsheets, charts, presentations and data reports, expand the use of indicators and action-plan rollouts, and work on day-to-day solutions to provide management with indicators and contribute to process improvements in the area.
• Participate in the preparation and review of Business Plans, performing financial projections, feasibility analyses and scenario simulations.
• Perform other duties of the same nature and level of complexity associated with the organizational environment.

Controllership Analyst – Mid Level

• Provide technical support for the analysis and updating of guidelines, curricular frameworks and institutional documents for early childhood education, consolidating information, conducting comparative studies and proposing improvements aligned with the maintaining organization’s educational policies.
• Prepare guidance materials, reference documents, procedural guides and technical reports related to the segment’s pedagogical practices, without producing lesson plans, teaching protocols or instruments for classroom use.
• Monitor institutional indicators for early childhood education by analyzing consolidated unit data, producing technical reports and general recommendations to support managers in decision-making.
• Provide technical support to corporate coordination on institutional projects and educational innovation initiatives by conducting research, benchmarking, analyses and technical recommendations, without implementing pedagogical practices at individual units.
• Provide technical-institutional guidance to units through documents, alignment meetings and clarification of guidelines, without interfering in schools’ didactic, methodological or pedagogical management decisions.
• Collaborate in institutional evaluation processes by reviewing documents, consolidating evidence, organizing information and proposing systemic adjustments related to the segment.
• Participate in institutional meetings presenting technical analyses, administrative opinions and contributions related to the segment, always within the scope of corporate guidance.
• Perform other duties of the same nature and level of complexity associated with the organizational environment.

Educational Analyst – Early Childhood Education

• Act with seniority, expertise and proficiency in the analysis, advisory and technical monitoring of strategic initiatives related to distance education (EAD) courses, providing support for decision-making by academic units and the corporate structure.
• Provide technical support to units and pedagogical teams in the design, updating and evaluation of courses and digital content, advising on pedagogical quality, regulatory compliance and EAD best practices, without direct operational teaching responsibilities.
• Develop, analyze and monitor academic and learning indicators in EAD, preparing studies, technical reports and recommendations for units and managers.
• Provide technical support for academic research projects, contributing to the analysis of methodologies, results and compliance with institutional and regulatory standards, without directly performing research activities.
• Provide technical input and collaborate with the corporate structure and units in the development of guidelines, content and guidance materials for the training and development of EAD instructors and tutors, excluding regular teaching duties.
• Liaise with corporate areas and academic units, contributing technically to the integration of research, teaching and outreach through analyses, proposals and strategic recommendations.
• Participate in strategic meetings and forums, preparing analyses, technical reports and recommendations to support academic and institutional decisions related to EAD and research.
• Provide technical support for educational and digital innovation initiatives, contributing with studies, analyses and proposals for new formats, tools and methodologies, without responsibility for final implementation.
• Perform other duties of the same nature and level of complexity, compatible with the technical, consultative and corporate scope of the role.

Educational Analyst – Research, Distance Education (EAD)

• Actively support the implementation of initiatives that improve the experience of audiences, identifying and communicating friction points or recurring questions.
• Contribute to mapping audience journeys, identifying touchpoints, barriers and opportunities for delight.
• Monitor customer satisfaction and success metrics, such as NPS, resolution rate, response time and service feedback.
• Support audience segmentation based on behaviors, profiles and responses to institutional interactions.
• Participate in designing and administering experience surveys, organizing and interpreting results.
• Collaborate on building more efficient and personalized communication flows.
• Monitor and report recurring issues that impact the customer experience.
• Support onboarding, follow-up and retention initiatives.

Junior Relationship and Market Analyst

Financial Planning and Analysis

• Develop and execute strategic planning, managing the process from defining objectives and targets to monitoring strategic initiatives.
• Create, implement and monitor strategic action plans, ensuring continuous alignment with projects and organizational goals.
• Consolidate information on achievement of objectives and initiatives, providing visibility, accurate reports and consistent follow-up for senior management.
• Establish and monitor governance structures, ensuring that strategic elements, OKRs, KPIs and action plans are documented.
• Conduct periodic analyses focused on continuous improvement, opportunity identification, risk mitigation and resource optimization.
• Collect, integrate and validate data from different areas of Grupo UBEC.
• Participate in strategic and operational meetings, offering technical and methodological advice.
• Consolidate, interpret and transform information from different areas into scenario analyses, projections and benchmarks.
• Support the construction and maintenance of the strategic plan.
• Create, analyze and refine strategic and operational indicators.
• Apply and disseminate knowledge through training sessions, workshops and meetings with stakeholders.
• Develop dashboards, management reports and high-impact executive presentations.
• Participate in strategic meetings, offering recommendations, detailed analyses and technical support for applying management methodologies.

Senior Strategic Planning Analyst

Administration

• Conduct termination processes with attention to deadlines and labor legislation, ensuring a respectful, human-centered experience for the employee.
• Generate termination settlement documents and eSocial files, ensuring compliance with legal obligations.
• Organize documents for audits, inspections and labor claims, contributing to secure and transparent processes.
• Support termination homologations (when applicable), schedule exit medical examinations and maintain clear communication with former employees and unions.
• Manage electronic timekeeping routines: handle overtime, absences and tardiness; issue and verify timecard reports; integrate time records with payroll.
• Welcome new employees, perform biometric registration and provide guidance on timekeeping procedures, fostering a welcoming onboarding experience.
• Contribute to continuous process improvements, aligned with internal policies and current legislation.
• Perform other duties of similar nature and complexity related to the organizational environment.

Personnel Administration Assistant – Terminations

• Apoiar na análise preliminar de contratos e termos congêneres, com foco na verificação de conformidade básica e integridade documental, sob orientação técnica.
• Elaborar minutas contratuais padronizadas, notificações simples e termos aditivos de baixa complexidade, com base em modelos previamente aprovados.
• Cadastrar e manter atualizados os dados contratuais em sistemas informatizados próprios da instituição, garantindo rastreabilidade, integridade das informações e apoio aos processos de controle e auditoria.
• Monitorar os prazos de vigência, renovação e encerramento contratual, realizando alertas e atualizações conforme os fluxos internos estabelecidos.
• Organizar e manter atualizados os arquivos físicos e digitais da documentação contratual e dos termos correlatos.
• Apoiar o acompanhamento da execução contratual, recepcionando documentos comprobatórios e evidências básicas de cumprimento do objeto, em articulação com os gestores dos contratos.
• Auxiliar na elaboração de relatórios contratuais simplificados, com base em dados objetivos, colaborando para o controle de riscos e o suporte à tomada de decisão.
• Apoiar, sob orientação, a conferência de cláusulas contratuais quanto aos valores pactuados, vigência, reajustes e demais obrigações, auxiliando na verificação do cumprimento integral dos instrumentos.
• Consolidar informações contratuais e auxiliar na análise de dados e documentos com vistas a prevenir inconformidades, subsidiar a atuação da área e resguardar os interesses institucionais.
• Prestar suporte às unidades no esclarecimento de dúvidas recorrentes sobre fluxos de contratação e formalização, dentro dos limites de sua alçada técnica e sob supervisão da equipe jurídica.
• Contribuir para a modernização dos fluxos de contratação, participando de projetos de melhoria contínua e propondo ajustes operacionais que promovam maior eficiência, padronização e segurança documental.
• Apoiar tecnicamente a tramitação e o acompanhamento de convênios e parcerias institucionais, em especial com entes públicos, incluindo formalização documental, execução financeira e prestação de contas.
• Executar outras atribuições da mesma natureza e nível de complexidade, associadas ao ambiente organizacional.