Sr. 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 results—delivering 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 orientation — someone 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.

Expected Deliverables:

• Recurring performance analyses, including dispersion and evolution of key indicators by team and channel.
• Structured diagnostics with validated hypotheses, robust methodology, and holistic insights.
• Action plans with defined goals and deadlines, tracked through implementation and impact assessment on KPIs.
• Executive reports providing a clear view of trends and opportunities.
• Continuous follow-up on automation and operational efficiency initiatives.
• Delivery of reinforcement sessions and trainings focused on process adherence and KPI improvement.

Success Metrics:

• Reduction of dispersion between Q1 and Q4 in key operational indicators.
• Proven increase in operational efficiency (AHT and productivity).
• Continuous improvement in average Quality and CSAT/NPS scores across monitored BPOs.
• Growth in process adherence and accuracy in call/channel routing.
• Advancement in process automation and practical application of AI solutions.
• Consistent delivery of actionable insights and reports presented to stakeholders.

• Advanced knowledge in Artificial Intelligence (AI) applied to process analysis and automation.
• Intermediate knowledge in SQL (data extraction, manipulation, and analysis).
• Intermediate Spanish (reading and conversation).
• Advanced Excel / Google Sheets skills (formulas, dashboards, and automations).
• Analytical and data-driven profile, with structured reasoning and the ability to turn insights into results.
  Learn agility, critical thinking, and adaptability to dynamic environments.
• Bachelor’s degree in Business Administration, Management, IT, Engineering, Economics, or related fields.
  Previous experience in managing operational KPIs, performance analysis, and continuous improvement.
• Strong communication skills, sense of urgency, and ability to engage with multiple stakeholders.
  Differentials:

• Knowledge of BI tools (Qlik, Power BI, Looker, etc.) and N8N or similar platforms.
• Experience with continuous improvement methodologies (Lean, Six Sigma, PDCA).
• Knowledge of Zendesk, Atende Simples, and QA tools.
• Experience with BPO customer service operations and CX methodologies.

• Health and dental insurance with no co-pay;
• Life insurance;
• Flexible Meal Benefit – Flash card;
• TotalPass (wellness and fitness program);
• Home office allowance – monthly deposit via the RecargaPay app for personal use;
• Incentive through education and language learning platforms;
• Work from anywhere – your office is wherever you are.

Diversity & Inclusion

Diversity is part of our DNA, and we are constantly striving for greater representation and progress. We believe our employees should be true to themselves, and that's what makes them unique in their roles—regardless of gender, religion, disability, LGBTQI+ identity, ethnicity, generation, or diverse experiences. We're looking for authentic, free individuals to co-create a more inclusive and innovative company and society. Does that resonate with you?

Use of Your Data

By submitting a résumé with personal and professional information to participate in RecargaPay’s recruitment and selection process, the candidate acknowledges that their data will be used for necessary analysis and validation throughout the recruitment process and for potential hiring. The candidate also authorizes RecargaPay to share their résumé data with other companies within the RecargaPay group should opportunities aligned with their profile arise.

In compliance with Law 13.709/18 – the Brazilian General Data Protection Law (LGPD), candidates may request the update, correction, or modification of their information during the recruitment and selection process or request that their data not be used, in accordance with applicable legal terms.