Rafael Pascoa
About Rafael Pascoa
Rafael Pascoa is a Senior Quality & Process Analyst with extensive experience in customer support and business analysis. He has worked at notable companies including Deriv and Itaú Unibanco, and holds a Bachelor of Business Administration from Universidade Anhembi Morumbi.
Current Role as Senior Quality & Process Analyst
Rafael Pascoa currently holds the position of Senior Quality & Process Analyst at Deriv, a role he has occupied since 2020. In this capacity, he focuses on enhancing quality assurance processes and fostering a culture of transparency within the team. He conducts workshops aimed at knowledge sharing and engages with stakeholders to gather feedback on newly released procedures. His efforts are directed towards ensuring that customer service-reported issues are prioritized and resolved efficiently.
Previous Experience at Deriv
Prior to his current role, Rafael Pascoa worked at Deriv as a Customer Support Executive for six months in 2020. In this position, he was responsible for addressing customer inquiries and providing support, which laid the foundation for his subsequent focus on quality and process improvement within the organization.
Professional Background at Itaú Unibanco
Rafael Pascoa has extensive experience at Itaú Unibanco, where he worked in various capacities from 2010 to 2017. He began as a Junior Credit Analyst and progressed to roles including Credit Assistant, Credit Analyst SR, and Business Analyst SR. His tenure at Itaú Unibanco involved analyzing credit data, conducting business analysis, and contributing to financial decision-making processes.
Education and Qualifications
Rafael Pascoa studied at Universidade Anhembi Morumbi, where he earned a Bachelor of Business Administration (BBA) from 2010 to 2014. He also attended BSP - Business School São Paulo, completing a one-year program in Marketing from 2016 to 2017. His educational background supports his analytical skills and understanding of business processes.
Experience in Customer Care
Before joining Deriv, Rafael Pascoa worked at Conduent as a Customer Care Associate for 11 months in 2018-2019. In this role, he gained valuable experience in customer service, which has contributed to his current focus on quality assurance and process improvement in customer interactions.