Technical and Quality Management Coordinator

Description

Job Summary: Coordinate technical and quality management to ensure compliance with standards and KPIs on Level 1 remote technical support platforms, guaranteeing efficient and aligned service. Key Highlights: 1. Supervise compliance with quality standards in remote technical support 2. Monitor operational and strategic KPIs on customer service platforms 3. Ensure timely and efficient customer service **Job Description** ---------------------- Are you motivated by collaboration, challenging the status quo, and growing with purpose? Learn about the challenges of the Technical and Quality Management Coordinator role. * Supervise compliance with quality standards on Level 1 Remote Technical Support customer service platforms. * Monitor and ensure compliance with operational and strategic KPIs on the customer service platform (Voice and Written Channels). * Ensure timely, efficient, and company-guideline-aligned customer service. * Provide support and ongoing feedback to specialized customer service platforms handling Fiber Home Internet products. * Ensure proper application of technical procedures associated with Fiber Home Internet services. * Manage technical incidents, ensuring correct prioritization, tracking, and resolution. * Propose continuous improvements to customer service and technical support processes. * Coordinate with other departments to resolve issues and optimize service. **Candidate Requirements** -------------------------- * University degree in Administration, Marketing, Communications, Industrial Engineering, or related fields * Minimum 3 years of experience in technical support for Fiber Internet products and related services * Mandatory experience in call center, written, and voice channel customer service * ITIL (Information Technology Infrastructure Library) certification is desirable * Understanding of GPON networks and OSI models * Understanding of routing protocols and Wi-Fi network management **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 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, a leading telecommunications and technology company in Latin America, with over 60 years of experience in the sector. We operate in Chile and Peru, focusing 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. **Our Benefits** ----------------------- * Work cellphone * Flexible working hours * Health insurance * Wellness activities * Training and courses * Product discounts * Free parking