**Company Description:** We are Entel Connect Center. Our purpose is to help transform the user experience by integrating technology, processes, and close-knit teams, thereby contributing to the development of your business and society. We seek individuals who treat customers as if they were their own, who inspire and mobilize others, and who lead change with excellence in their results. **Job Mission:** Monitor the quality of service delivered by executives to end users, in order to develop action plans addressing identified shortcomings. **Job Responsibilities:** The largest telecommunications company in South America is looking for your talent! **Entel Connect Center is interested in you and seeks:** * Technical diploma or ongoing studies in computing, administration, or related fields. * Minimum of 1 year of relevant work experience. 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, in order to correct deficiencies and provide operational feedback aimed at improving performance. 2\. Monitor calls that have been evaluated by users (EPA or NPS, where applicable). 3\. Conduct verification of minimum competencies for candidates applying to services (written exam, role play, or on-the-job training) 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 their feedback to executives. (Depends on the service) 5\. Prepare a quality ranking chart for executives, segmented by supervisor and service, as well as a summary of errors detected during 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 all stakeholders involved in the process. 8\. Participate in training sessions during the implementation 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 this position, as well as those assigned by your immediate supervisor. What do we offer? Above-market salary. Opportunities for professional development and career progression. An excellent working environment. **Requirements:** Call center experience. Team supervision experience. Quality auditing experience. **Offer Conditions: