Senior Quality Analyst – Focus on Processes

Role Overview

• Map processes and workflows for critical channels (AS IS / TO BE), identifying bottlenecks, risks and friction points in the student journey;
• Standardize and document processes (SOPs, policies, work instructions and escalation matrix), ensuring adherence to rules, consistency across areas and quality in execution;
• Perform root-cause analysis and identify improvement opportunities to reduce recurrence of issues and strengthen resolution capability in service delivery;
• Design, implement and monitor improvement plans, prioritizing by impact and defining owners, deadlines, targets and KPIs;
• Audit processes and conduct periodic compliance reviews to ensure adherence, risk mitigation and alignment with regulatory requirements applicable to critical channels;
• Govern cross-functional flows, working with Customer Service, Academic, Finance, Operations, Legal, and other areas to ensure smooth handoffs, integration and elimination of rework;
• Monitor process indicators (SLA by stage, rework, lead time, adherence to SOPs), with alerts, explanatory analyses and recommended actions;
• Prepare executive analyses and process progress reports, translating impacts, risks and opportunities for leadership and responsible areas;
• Support projects and strategic initiatives, ensuring new products, services, policies and systems are implemented with robust processes oriented to the student journey;
• Facilitate continuous improvement rituals and forums, promoting cross-area collaboration, data-driven decision making and a culture of operational quality.

Requirements

• Bachelor’s degree (completed);
• Postgraduate degree in Process Management/Quality preferred;
• Experience with process mapping and modeling (BPMN 2.0), documentation and AS IS / TO BE design;
• Knowledge of continuous improvement methodologies (Lean Six Sigma, PDCA, A3);
• Experience with root cause analysis techniques (RCA);
• Knowledge of organizational change management (ADKAR / Prosci) and process governance;
• Experience with quality and compliance practices in service channels, including audits, SOPs, operational and regulatory indicators.

Benefits

• Tuition scholarships of up to 100% for employees, legal dependents and household members (father, mother and siblings). Allows up to three simultaneous scholarships;
• Health insurance fully subsidized for the employee and partially for family members, with the employee responsible for copayment;
• Optional dental insurance to support oral health;
• Food allowance or meal allowance with choice option to suit your needs;
• Wellhub or Totalpass for flexible gym options;
• Wellz — a platform focused on employees’ mental and emotional health offering various types of support, including access to online individual therapy;
• Well-being and perks club with a dedicated program and exclusive benefits;
• Flexible dress code to promote our diversity;
• Life insurance;
• Partnership with SESC;
• Corporate University available on our exclusive portal, Educare;
• Growth opportunities — currently more than 60% of positions are filled through internal selection processes.