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Accountabilities: Lead the weekly review of all open incidents with customer impact, monitoring the number of affected customers and resolution timelines.

Ensure incidents receive timely treatment, clear status communication, appropriate escalation, and effective prioritization across responsible teams.

Coordinate structured root-cause analysis for recurring or significant issues and ensure corrective and preventive actions are defined and followed through.

Validate the effectiveness of implemented actions and ensure recurring problems are addressed sustainably.

Manage and monitor key regulatory and customer experience indicators, including RDR (Registro de Demandas), DR (Defect Rate), CR (Contact Rate), Bacen case origins, and NPS .

Analyze trends across complaints, defects, customer contacts, and regulatory channels, translating findings into actionable continuous-improvement plans.

Lead initiatives aimed at improving quality, operational performance, customer experience, and regulatory indicators.

Conduct the Quality Governance agenda with Product Managers and Technology Managers across the business unit.

Prepare governance meetings, consolidate relevant data, establish action plans and ownership, and ensure follow-up on commitments.

Identify and communicate emerging trends, risks, and quality concerns to executive leadership.

Maintain strong relationships with Product and Technology leaders across different teams and coordinate initiatives across organizational boundaries.

Partner with Regulation, Customer Experience, and Technology teams to resolve complex issues and improve product quality.

Provide executive-level reporting with a consolidated view of product quality, customer experience, incidents, and improvement initiatives.

Requirements:

Proven experience in quality management, customer experience, or operations within payments companies, fintechs, financial institutions, or related environments.

Strong analytical capabilities, with experience working with operational and customer indicators such as RDR, DR, CR, and NPS .

Ability to transform data and performance indicators into practical, measurable, and executable action plans.

Experience with incident management and structured root-cause analysis methodologies.

Strong cross-functional coordination and influencing skills, particularly when working without direct hierarchical authority.

Excellent stakeholder management and communication skills, with the ability to align multiple teams around priorities and outcomes.

Strong executive communication skills and the ability to present complex scenarios, risks, recommendations, and decisions clearly to senior leadership.

Knowledge of the regulatory ecosystem for payment services, including Bacen, card schemes, and applicable regulations , is desirable.

Experience with credit and/or debit card products is a plus.

Familiarity with data analysis tools and indicator dashboards is advantageous.

Experience working in high-scale, fast-growth environments is desirable.

Strong ownership, structured thinking, problem-solving ability, and a continuous-improvement mindset.

Benefits:

Medical and dental insurance.

Life insurance.

Lado a Lado program providing legal, social, psychological, and financial support for employees and their families.

Wellhub/Gympass partnership.

Benefits card with meal and food allowance, plus mobility or remote-work allowance according to the employment arrangement.

Extended maternity leave of 6 months .

Extended paternity leave of 20 days .

Novo Ser program supporting employees throughout pregnancy and their return from parental leave.

Childcare assistance for eligible employees, including fathers with sole or shared custody.

PPR — Profit Sharing Program , recognizing employee results.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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