Complaints Analyst investigating and responding to customer complaints for Coinbase. Collaborating with legal teams and optimizing internal processes for a growing crypto platform.
About the role
- Analyst responsible for mapping processes and identifying operational efficiency in the payments company Elo. Engage in continuous improvement projects and cross-departmental collaboration.
Responsibilities
- Map processes using methodologies (BPM, Lean, Six Sigma, etc.)
- Identify improvements, operational efficiencies, risks, and controls in the mapped processes
- Develop flowcharts and support the drafting of policies and procedures
- Support continuous improvement and automation projects
- Collaborate with internal teams to gather information
- Ensure processes are updated and governed in the corporate repository
Requirements
- Knowledge of BPMN and modeling tools (Visio, Bizagi, etc.)
- Basic knowledge of risk management (COSO, ISO 31000, Basel framework, Central Bank (Bacen) circulars)
- Familiarity with process indicators (KPIs, SLAs)
- Basic data analysis skills
- Experience with Lean/Six Sigma is desirable
- Additionally, the following will be a plus:
- Knowledge of analytics, data, and automation
Benefits
- Profit Sharing Program (PPR)
- Medical insurance (Bradesco - co-payment)
- Optional dental insurance (Bradesco)
- Life insurance (Banco do Brasil)
- Optional private pension (you may contribute up to 7.8% of salary; Elo contributes between 100% and 200% according to plan rules)
- Meal/food allowance of R$1,800.00
- Flexible credit balance of R$150.00
- Christmas voucher card R$850.00
- Home office allowance (R$200.00 for hybrid model and R$300.00 for remote model)
- Mobility allowance of R$400.00
- Free parking
- Childcare assistance for parents
- Culture allowance (usable for theater, cinema, or bookstores)
- Extended parental leave (for same-sex couples, fathers, adoptive parents, etc.)
- Birthday day off
- Zenklub (psychotherapy - up to 4 sessions per month fully paid by Elo)
- WellHub and TotalPass (network of gyms and studios for sports activities)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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