**Company Description:** We are Entel, a leading telecommunications and technology company in Latin America, with over 60 years of experience in the industry. We operate in Chile and Peru, where we focus on delivering solutions that connect people, businesses, and organizations through mobile and fixed-network services—including data, IT integration, internet, local and long-distance telephony, among others. Since entering Peru in 2013, we have driven an innovative business proposition and a customer-centric approach as our core purpose. **Job Mission:** We seek individuals who aspire to grow and continuously embrace challenges. Learn more about our opening for Quality and Process Analyst. **Job Responsibilities:** * Conduct periodic audit calibrations on calls and processes. * Identify findings and opportunities for improvement in operational processes. * Collaborate with internal auditors from BPO centers and the AI team (SinfonIA). * Participate in calibration and feedback sessions with the quality team. * Document and report findings, best practices, and identified risks. * Support the implementation of new AI-based quality methodologies and tools. **Requirements:** University degree in Industrial Engineering, Business Administration, Management, or related fields. Minimum 2 years’ experience in multichannel contact center quality (voice, back office, remote sales, etc.) Experience in contact center auditing, calibrations, continuous improvement, and findings reporting. Knowledge of contact center quality methodologies (COPC, CX Standard, ISO). Proficiency in AI tools for automated auditing (SinfonIA). Intermediate-level proficiency in Power BI and quality management systems. **Offer Conditions:** **Benefits:** * Training programs and courses * Beverages and snacks * Additional parental leave * Flexible working hours