Junior Ombudsman Analyst

Up.p

Junior Analyst in Ouvidoria at Up.p, enhancing customer experience and leading process improvements. Requires analytical skills and experience in customer service or quality areas.

Posted 7/21/2026full-timeSão Paulo • 🇧🇷 BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer complaints and inquiries with a focus on regulatory compliance and operational efficiency. Proficient in data analysis and reporting, with strong written communication skills for drafting technical responses.

Highest-signal resume keywords

Bachelor's DegreeOmbudsman ExperienceData AnalysisRegulatory CompliancePerformance Indicators

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint ManagementTechnical Response DraftingKPI MonitoringProcess ImprovementData Reporting

Soft Skills

Analytical ThinkingOrganizational SkillsProblem SolvingCommunication Skills

Tools & Technologies

Excel

Industry Keywords

Ombudsman FunctionFinancial Institutions RegulationsCustomer ServiceQuality Management

About the role

Key responsibilities & impact

Receive, analyze, classify and manage complaints and inquiries registered with the Ombudsman, ensuring impartiality, confidentiality and quality in handling.
Lead the investigation process with internal teams, consolidating information and ensuring clear, complete responses within regulatory deadlines.
Prepare technical, personalized responses to customers, prioritizing transparency and excellence in service.
Monitor Ombudsman KPIs, create dashboards and management reports, identifying trends and opportunities for improvement.
Work closely with internal areas to identify root causes of complaints and monitor corrective actions.
Contribute to continuous improvement of processes and customer experience by proposing solutions that reduce recurrence and increase operational efficiency.
Support regulatory requirements related to the Ombudsman function, ensuring compliance with applicable regulations.

Requirements

What you’ll need

Bachelor’s degree (completed).
Previous experience in Ombudsman, Specialized Customer Service, Quality or related areas.
Excellent written communication and ability to draft technical responses.
Analytical, organized and investigative profile with a strong focus on problem solving.
Knowledge of performance indicators and preparation of management reports.
Proficiency in Excel for data analysis and reporting.
Knowledge of regulations applicable to the Ombudsman function in financial institutions is a plus.

Benefits

Comp & perks

💳 Flash Turbinado meal/food card.
🏥 Health insurance including dependents, fully paid with no co-payment.
🦷 Dental coverage including dependents, fully paid with no co-payment.
💪 Wellhub (Gympass) including dependents, for physical, spiritual and emotional well-being.
🤩 Well-being voucher.
💙 Life insurance.
🚌 Optional transportation voucher for on-site days.
🚗 On-site parking in our office building with discounted monthly passes.
🚴‍♀️ Bicycle parking in our office building, with changing rooms and no additional cost.
🚀 Semi-annual performance reviews for recognition and merit, enabling accelerated development for Up.pers.
💰 Variable compensation based on merit (semi-annual evaluation).
🎂 Birthday day off.
💆 Weekly quick massages at the office.
🏆 Frequent celebrations to commemorate achievements and strengthen our connections!
🍽 Break area in our office with a snack bar, refrigerator, microwave and full facilities for meals or breaks.
🆙 Up.p products with exclusive conditions for Up.pers (subject to evaluation).
🎁 Clube Parque da Cidade: a benefits program offering exclusive discounts at Parque da Cidade Shopping (located just below our office).