Call Center Quality Agent

Description

Job Summary: Servinform is seeking a Service Quality Technician to ensure service quality through indicator analysis, deviation identification, and corrective action definition. Key Highlights: 1. Indefinite-term contract with opportunities for professional growth 2. Excellent work environment and collaboration 3. Hybrid work modality **Description:** ---------------- Servinform is a services company specializing in BPO, Contact Centers, digital transformation, and technological solutions, with over 45 years of experience and a team of more than 6,000 professionals. We serve over 1,500 clients from our offices in Spain, Colombia, Portugal, and Italy, delivering solutions that combine people, processes, and technology to enhance service efficiency and quality. Currently, we are seeking to hire a Service Quality Technician to strengthen our team and contribute to ensuring service quality standards, identifying improvement opportunities, and monitoring necessary actions to optimize results. **What will be your mission?** Your mission will be to ensure service quality by analyzing indicators, identifying deviations and their root causes, defining corrective and preventive actions, and tracking their implementation and outcomes. Additionally, you will participate in defining and monitoring the service quality plan, as well as conducting operational audits—combining traditional audit methodologies with new tools based on Artificial Intelligence. **What will be your responsibilities?** * Analyze service quality indicators and identify deviations, trends, and areas for improvement. * Analyze root causes of deviations and propose corrective and preventive actions. * Monitor defined actions and validate the evolution of results. * Define and maintain the service quality plan. * Design and conduct operational audits on processes and services. * Develop and maintain audit templates and tools. * Prepare and analyze audit results. * Identify improvement opportunities and collaborate with involved teams for their implementation. * Prepare reports and monitor key indicators and action plans. **WE OFFER:** * Indefinite-term contract on a stable project, with opportunities for professional growth and development within a leading sector company. * Competitive salary aligned with experience and expertise provided. * Excellent work environment and collaboration. * Full-time working schedule. * Hybrid work modality. * Working hours: Monday to Thursday, 9:00 a.m. to 6:30 p.m.; Friday, 9:00 a.m. to 3:00 p.m. * Reference location: Bogotá, Colombia. Take the first step to let us get to know you—REGISTER NOW, and we’ll be delighted to contact you. \*\*No sector of our society can be understood without gender equality and the inclusion of persons with disabilities. Therefore, at Grupo Servinform, we focus on equality and diversity as fundamental drivers of social progress, working daily to achieve this goal\*\* **Requirements:** --------------- **MANDATORY REQUIREMENTS** * Knowledge of Contact Center/BPO services and metrics * Experience in audits, Scorecard development and reporting, and support for action plans **PREFERRED REQUIREMENTS** * Experience in BPO/Contact Center services * Training in Quality (Six Sigma, Lean, etc.) * Knowledge of QA tools (NICE, Verint, Genesys) and CRM systems: Experience with Salesforce, Zendesk, or HubSpot. * Data analysis