Ouvidoria Analyst II

Caixa Vida e Previdência

. Receive, analyze, and manage medium- and high-complexity Ouvidoria cases, ensuring compliance with regulatory deadlines, internal policies, and quality requirements.

Posted 10/17/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex Ouvidoria cases while ensuring regulatory compliance and enhancing customer experience. Proficient in root cause analysis, performance monitoring, and effective communication with regulatory bodies and internal stakeholders.

Highest-signal resume keywords

Ouvidoria Case ManagementRegulatory ComplianceRoot Cause AnalysisCustomer Experience ManagementPerformance Indicator Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case AnalysisComplaint HandlingProcess ImprovementTechnical WritingData Analysis

Soft Skills

Analytical ThinkingNegotiation SkillsConflict ResolutionCollaborationCommunication

Tools & Technologies

Microsoft ExcelMicrosoft PowerPointSalesforcePower BI

Certifications & Qualifications

Insurance Management CertificationCustomer Experience CertificationProcess Management Certification

Industry Keywords

Consumer Protection CodeSUSEP RegulationsFinancial ServicesInsurance IndustryOuvidoria Governance

About the role

Key responsibilities & impact

Receive, analyze, and manage medium- and high-complexity Ouvidoria cases, ensuring compliance with regulatory deadlines, internal policies, and quality requirements.
Prepare clear, well-supported technical responses for customers, ensuring adherence to regulatory standards and customer experience best practices.
Serve as a liaison between the Ouvidoria and business areas, facilitating alignment and monitoring the implementation of solutions.
Conduct critical analyses of cases, identifying root causes, recurring issues, risks, and opportunities to improve processes, products, and customer journeys.
Handle requests from regulatory bodies, consumer protection agencies, and external channels, such as Consumidor.gov.br, Procon, SUSEP, BACEN, Reclame Aqui, and similar platforms.
Monitor Ouvidoria performance indicators and propose actions to improve quality, reduce recurring issues, and enhance the customer experience.
Support the preparation of management reports, executive presentations, and materials for committees, audits, and regulatory bodies.
Participate in projects, strategic initiatives, and continuous improvement activities related to customer experience, complaint management, and Ouvidoria governance.
Support the interpretation and application of regulatory requirements, contributing to the area’s regulatory compliance.
Serve as a technical reference for junior analysts by sharing knowledge and supporting team development.
Contribute to promoting a customer-focused culture, effective conflict resolution, and continuous service improvement.
Perform activities in compliance with internal policies, regulatory requirements, and principles of professional conduct and ethics.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Law, Insurance Management, Economics, Process Management, Public Relations, or a related field.
Experience in Ouvidoria, Customer Experience, Customer Relations, specialized customer service, or complaint handling.
Experience analyzing and managing medium- and high-complexity cases, with autonomy to make decisions within established authority limits.
Experience collaborating with multiple business areas to resolve cases and address systemic root causes.
Knowledge of insurance, financial services, or other regulated-market products and services.
Knowledge of the Consumer Protection Code (CDC) and key regulations related to Ouvidoria.
Knowledge of consumer protection channels and regulatory bodies, including Consumidor.gov.br, Procon, and SUSEP.
Experience monitoring performance indicators, preparing management reports, and creating executive presentations.
Knowledge of root cause analysis, process improvement, and customer experience management methodologies.
Proficiency in Microsoft Office, especially Excel and PowerPoint.
Strong analytical and critical-thinking skills, excellent written communication, and negotiation skills.
Preferred: previous experience in Ouvidoria within the insurance industry.
Preferred: knowledge of SUSEP regulations and Ouvidoria governance best practices.
Preferred: experience conducting root cause analyses, managing performance indicators, and creating dashboards.
Preferred: experience with continuous improvement, customer experience (CX), or process transformation projects.
Preferred: knowledge of Salesforce or other CRM platforms.
Preferred: certifications or courses related to insurance, customer experience, or process management.
Preferred: knowledge of Power BI and data analysis tools.

Benefits

Comp & perks

Profit-sharing plan
Flexible working hours, with start times between 8:00 a.m. and 10:00 a.m. and end times between 5:00 p.m. and 7:00 p.m.
Meal and food allowance
Complimentary Wellhub Gold+
Transportation allowance
Health insurance with no copay and no monthly employee premium for employees and dependents
Dental insurance
Pharmacy allowance with discounts at thousands of pharmacies
Childcare and nanny assistance
Life insurance
Complimentary travel insurance for domestic and international travel
Pension plan with an employer contribution of 2% to 12%, matching the employee’s contribution
Maternity kit
Up to 180 days of maternity leave
Paternity leave
Day off