Sr. Operational Excellence Analyst

Senior Operational Excellence Analyst

Come make an impact on millions of Brazilians! Want to make a real difference in the lives of millions? At RecargaPay, we build accessible and innovative financial solutions that transform the way people interact with money. Join us on this journey of impact and innovation, connecting people with opportunities that truly improve their everyday lives.

Our purpose is to deliver the best mobile payment experience for Brazilians, solving real problems with smart solutions like Pix Parcelado, always staying ahead of trends and focused on our customers' needs. Here, we value collaboration, ownership, and a relentless drive for resultsdelivering excellence in every interaction.

If you're looking to be part of a dynamic environment that challenges the status quo and puts people at the heart of every decision, RecargaPay is the perfect place for you to grow, co-create, and make a meaningful impact! The Senior Operational Excellence Analyst is responsible for raising the standards of efficiency and quality across operations, ensuring that every customer interaction reflects our culture of excellence and results-driven mindset. This professional serves as a bridge between data and operations, turning analyses into strategic insights, optimizing processes, and driving performance across both BPO partners and internal operations. We're looking for someone with a critical mindset, genuine curiosity, and a strong results orientationsomeone capable of working end-to-end, from analysis to execution, to drive operational excellence across the company. Here, we value those who turn data into decisions and bring the energy to do things differently and better every day.

Responsibilities :

• Monitor and analyze operational performance, focusing on AHT, productivity, quality, CSAT, NPS, and their respective dispersions, proposing data-driven action plans.
• Maximize operational efficiency across support channels and leadership routines by eliminating bottlenecks and promoting standardization and scalability.
• Automate processes and routines within Training and Quality areas through the application of AI solutions, macros, and data analysis tools.
• Execute and enhance quality monitoring across multiple channels (chat, phone, email, "Reclame Aqui," Ombudsman, etc.), leveraging AI to increase coverage and accuracy in evaluations.
• Build and continuously improve dashboards and excellence indicators, ensuring consistency, accuracy, and an executive-level view for decision-making.
• Develop and maintain up-to-date operational playbooks and technical documentation, ensuring alignment between operations, quality, and training.
• Support and follow up on action plans with BPOs and internal operations, ensuring execution focused on impact and efficiency.
• Plan and conduct training sessions and operational refreshers to strengthen agent autonomy, standardization, and performance.
• Act as a bridge between data and operations, translating analyses into clear strategic directions for stakeholders and promoting evidence-based decisions.

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