Job Summary: Monitor customer service quality and evaluate executive performance, developing action plans to improve management and provide feedback to staff. Key Highlights: 1. Customer service quality monitoring and evaluation 2. Development and follow-up of action plans for improvements 3. Professional development and an excellent work environment **Job Description** ---------------------- Monitor the quality of service provided by executives to end users, in order to develop action plans addressing identified gaps. The largest telecommunications company in South America is looking for your talent! Entel Connect Center is interested in you and we are seeking: * Technical diploma or currently studying in computing, administration, or related fields. * Minimum 1 year of experience in the field. What will you do? 1\. Evaluate service quality (contact) and measure executives' problem-resolution capability during inbound and outbound calls to our clients' end users, identifying errors based on quality guidelines, to correct gaps and provide operational feedback aimed at improving performance. 2\. Monitor calls evaluated by users (EPA or NPS, where applicable). 3\. Verify minimum skill requirements of applicants for services (written exam, role play, or OJT) to determine their suitability for executive roles. 4\. Provide feedback to executives regarding monitoring and evaluation results; in other cases, supply necessary information to supervisors for executive feedback. (Depends on the service) 5\. Prepare a quality ranking chart for executives, by supervisor and service, as well as errors detected during evaluations. 6\. Analyze evaluation data to develop action plans and follow-up initiatives aimed at improving management. 7\. Conduct calibration meetings for the Quality Guidelines with stakeholders involved in the process. 8\. Participate in training sessions during the rollout of new services or in response to changes and/or modifications to existing services. 9\. Comply with the company's Occupational Health and Safety (OHS) policies and regulations. 10\. Perform any other duties inherent to the position, as well as those assigned by your immediate supervisor. What do we offer? Salary above market standards. Opportunity for professional development and career progression. Excellent work environment.**Candidate Requirements** -------------------------- * Call center experience * Experience supervising teams * Experience conducting quality audits This opportunity is suitable for persons with disabilities. **Selection Process** ------------------------ Our selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the job posting 2\. Check your email 3\. Log into Aira and answer the requested questions and/or tests Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel Connect. Our purpose is to help transform user experiences by integrating technology, processes, and close-to-customer people — contributing to your business and society’s development. We seek individuals who treat customers as their own, inspire and mobilize others, and lead change with excellence in outcomes.
Sofía Muñoz
MyJob · HR
Sofía Muñoz
MyJob · HR
