Job Summary: Control and contribute to objectives through quality management to improve customer satisfaction. Key Responsibilities: 1. Supervise and analyze quality and customer satisfaction results. 2. Propose action plans and coordinate trainings. 3. Monitor teams, provide feedback, and manage requirements. **Job Description** ---------------------- Control and contribute to achieving objectives through quality management to improve customer satisfaction. 1\. Supervise the follow-up and progress of executives with areas requiring improvement. 2\. Analyze quality and satisfaction results for presentation to Operations and clients. 3\. Propose action plans to maintain or improve performance indicators. 4\. Coordinate onboarding and training for new employees. 5\. Monitor the team and provide feedback. 6\. Manage audio complaint submissions upon client request. 7\. Coordinate trainings for quality analysts. 8\. Coordinate meetings with the team and clients to calibrate information. 9\. Develop and provide support tools to facilitate analysts’ management tasks. 10\. Review the management analysis of a randomly selected executive or one performing below target to validate improvements in quality and contact levels. 11\. Assign support during the launch of new services while ensuring service quality stability. 12\. Comply with the company’s Occupational Health and Safety (OHS) policies and regulations. **Candidate Requirements** -------------------------- * Currently enrolled in or graduated from a technical or university program in Administration or related fields. * Intermediate office software skills; Intermediate Excel. * Minimum 1\-2 years of experience in similar roles. **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 in to 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 Empresas Contact Center. Our purpose is to help transform users’ experiences by integrating technology, processes, and empathetic people — contributing to your business growth and societal development. We seek individuals who treat customers as their own, inspire and mobilize others, and lead change with excellence in results.
Sofía Muñoz
MyJob · HR
Sofía Muñoz
MyJob · HR
