Process Specialist

4 semanas atrás

São Paulo, São Paulo, Brasil Wellhub Tempo inteiro
Overview

Process Specialist - Fraud & CX Prevention role at Wellhub. Location: São Paulo. You will join the CX Processes and Quality team and help map, optimize, and document processes that empower our CX Prevention agents to provide seamless and effective support.

The Opportunity

We are hiring to enhance the customer experience while safeguarding the business. Your work will directly improve the productivity and quality of our customer service and protect the business from fraud exposure.

Your Impact
  • Focus on Risk & Fraud Prevention in the customer journey. Responsibilities include:
  • Optimize Customer Journeys: Map and improve processes to enhance the experience for users, clients, and partners.
  • Create Clear Documentation: Develop and maintain process documentation and instructions for CX Prevention agents and Risks teams.
  • Analyze and Report on Data: Use customer service data to identify trends and opportunities, and create actionable reports.
  • Solve Root-Cause Issues: Partner with internal teams to find root causes of customer problems and advocate for customer needs in stakeholder meetings.
  • Live the mission: foster wellbeing and a supportive environment that encourages work-life balance.
Who You Are
  • Fluent in Portuguese and English
  • Experience in making processes efficient and optimized
  • Strong practical experience with Excel and/or Google Sheets
  • Knowledge of process improvement methodologies such as Lean Six Sigma
  • Prior experience in CX roles or knowledge in customer service operations is valued
  • Prior experience or knowledge in fraud prevention, information security, or risk analysis is a differentiator
  • Familiarity with Zendesk or similar CX ticketing platforms is a plus
  • Willingness to learn about and apply AI concepts to optimize CX processes
What We Offer You
  • WELLHUB: Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources; Gold plan at no cost with discounts on other premium plans
  • WELLNESS: Health, dental, and life insurance
  • FLEXIBLE WORK: Flexible hybrid or full remote options; home office stipend and monthly flexible work allowance
  • FLEXIBLE SCHEDULE: Flexibility to adjust working hours based on personal schedule and business needs
  • PAID TIME OFF: Vacations after 6 months; 3 days off per year plus 1 day per year of tenure (up to 5 extra days) plus birthday off
  • PAID PARENTAL LEAVE: 100% paid parental leave and extended maternity leave
  • CAREER GROWTH: Opportunities for personal and career development
  • CULTURE: Collaborative, diverse, high-growth environment with global colleagues
Diversity and Inclusion

Wellhub is committed to a diverse work environment and is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis under applicable law. Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Management
Industries
  • Wellness and Fitness Services
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