Let's start with the role

The Ombudsman Specialist will be responsible for managing and responding to complaints filed with consumer protection bodies (Procon, Ombudsman, and Consumidor.gov), ensuring compliance with legal deadlines, the quality of responses, and the effective resolution of cases. Will act in an analytical and strategic manner, identifying root causes of complaints and driving continuous improvement actions to reduce recurrence and enhance the customer experience.

As an Ombudsman Specialist, you will:

• Handle, analyze, and respond to requests and complaints registered with Procon and other regulatory channels, ensuring compliance with legal deadlines and requirements;
• Interface with internal areas (customer service, legal, operations, finance, product, among others) to gather information and resolve cases;
• Ensure the quality, clarity, and consistency of responses submitted to consumer protection authorities;
• Analyze complaint data and history to identify root causes and recurring patterns;
• Propose and monitor corrective and preventive action plans aimed at reducing the volume of complaints;
• Drive continuous improvement initiatives related to processes, policies, customer journeys, and the development of performance indicators;
• Prepare management reports with performance indicators (case volume, SLA, recurrence, main drivers);
• Support audits, inspections, and regulatory demands related to Procon;
• Contribute to fostering a culture focused on customer centricity and regulatory compliance.

What you will bring:

• Bachelor’s degree;
• Experience in Ombudsman, Quality, Compliance, or Customer Experience (CX) roles;
• Experience working with Procon and critical channels (Ouvidoria, Consumidor.gov);
• Knowledge of performance indicators and reporting tools (e.g. Google Workspace, Power BI, etc.);
• Ability to listen attentively and truly understand the complainant’s concerns and emotions, without interruptions or judgment;
• Ability to convey complex information in a clear and concise manner, both verbally and in writing (reports, emails, assessments);
• Negotiation skills and ability to coordinate effectively across multiple teams;
• Intermediate to Advanced English proficiency.

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