Quality Auditor

Description

Job Summary: Monitor customer service quality and evaluate agent performance to develop action plans and ensure continuous improvement. Key Highlights: 1. Professional development and career path 2. Excellent work environment 3. Opportunity for persons with disabilities **Job Description** ---------------------- Monitor the quality of service delivered by agents to end users, to develop action plans addressing identified gaps. Chile's largest telecommunications company 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 relevant experience. What will you do? 1\. Evaluate service quality (contact) and measure agents' problem-resolution capability during inbound and outbound calls to our clients' end users, identifying errors based on quality guidelines, to correct deficiencies and provide operational feedback aimed at improving performance. 2\. Monitor calls rated by users (EPA or NPS, where applicable). 3\. Verify minimum competencies of candidates for services (written exam, role play, or OJT) to determine their suitability for agent roles. 4\. Provide feedback to agents regarding monitoring and evaluation results; in other cases, supply necessary information to supervisors for agent feedback. (Depends on the service) 5\. Prepare a quality ranking chart for agents, segmented by supervisor and service, as well as identified errors from evaluations. 6\. Analyze evaluation data to develop action plans and follow-up initiatives aimed at improving operational performance. 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/modifications in 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 position is suitable for persons with disabilities. **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position 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 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.