Quality and Training Manager_Ext _ PE A26

Description

Job Summary: Supervise and manage quality to enhance customer satisfaction by analyzing results and proposing action plans. Key Responsibilities: 1. Manage quality to ensure customer satisfaction 2. Analyze results and propose improvement plans 3. Coordinate training and monitor teams **Job Description** ---------------------- Control and contribute to achieving objectives through quality management aimed at improving customer satisfaction. 1\. Supervise the follow-up and progress of executives in areas requiring improvement. 2\. Analyze quality and satisfaction results for presentation to Operations and customers. 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 submission of complaint audio recordings upon customer request. 7\. Coordinate training for quality analysts. 8\. Coordinate meetings with the team and customers to calibrate information. 9\. Develop and provide support tools to facilitate analysts' work. 10\. Randomly review or review the performance analysis of an executive falling below target to validate improvements in quality and contact levels. 11\. Assign a support person during the launch of new services, ensuring service quality stability. 12\. Comply with the company's Occupational Health and Safety (OHS) policies and regulations. **Candidate Requirements** -------------------------- * Currently pursuing or having completed a technical or university degree in Administration or related fields. * Intermediate office software skills; Intermediate Excel. * Minimum 1\-2 years of experience in similar positions. **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 this 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 approachable 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 their results.