Proposta de padronização operacional do processo de inspeção de terminais de pagamento em uma fintech de meios de pagamento

Abstract

This study analyzes the POS terminal inspection process at a midsized payment fintech operating as a sub-acquirer in the Brazilian market. The diagnosis identified the absence of formal inspection criteria, documentation, and technical configuration procedures, resulting in operational rework and avoidable support tickets. This applied qualitative research used direct observation, semi-structured interviews, and CRM records analysis to map the current process (As Is), identify bottlenecks, and propose a future process (To Be). As a result, a To Be Flowchart and a Standard Operating Procedure (SOP) were developed, structuring the process through standardized stages and validation checkpoints. The proposal aims to reduce nonconformities, improve operational reliability, and support business scalability.