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C
Ombuds Analyst (Mid-Level)
Cruzeiro do Sul Educacional S/A. Receive and analyze complaints submitted through the Ombuds Office system .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical and empathetic communication skills while effectively managing complaints and collaborating with various departments to ensure timely resolutions. Proficient in documenting interactions and monitoring performance metrics to enhance service delivery.
Highest-signal resume keywords
Complaint AnalysisRoot-Cause AnalysisCustomer ServiceIntermediate Excel ProficiencyPerformance Monitoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complaint AnalysisRoot-Cause AnalysisIntermediate Excel ProficiencyIntermediate PowerPoint Proficiency
Soft Skills
EmpathyActive ListeningGuidance
Tools & Technologies
Ombuds Office SystemWhatsAppEmailInternal Systems
Industry Keywords
Customer ServiceTicket ResolutionBack-Office OperationsNPS MetricsSLA Management
About the role
Key responsibilities & impact- Receive and analyze complaints submitted through the Ombuds Office system
- Handle higher-criticality cases appropriately and effectively
- Update and maintain the categorization of key topics identified
- Contribute to root-cause analysis and preventive actions
- Refer cases to internal departments and prepare final responses to complainants
- Provide empathetic support to students through active listening, empathy, and guidance
- Contact students by phone, WhatsApp, email, and internal systems
- Consistently document all interactions
- Expedite resolution processes while meeting the SLA of up to 8 business days
- Handle complex cases in collaboration with specific business areas
- Proactively follow up with the departments responsible
- Support the monthly closing of department performance indicators
- Monitor NPS (Net Promoter Score) metrics
Requirements
What you’ll need- Completed or ongoing undergraduate degree in Law, Business Administration, Education, or Teaching
- Intermediate proficiency in Excel and PowerPoint
- Experience in an Ombuds Office, customer service, ticket resolution, or back-office operations is a plus
Benefits
Comp & perks- Hybrid work model, with 1 day per week working from home
- Position also open to candidates with disabilities