Quality and Training Analyst

Description

Job Summary: This role focuses on diagnosing opportunities for improvement in processes and customer service, implementing action plans, and providing feedback for continuous development. Key Highlights: 1. Process and customer service diagnosis and continuous improvement 2. Implementation of action plans for quality metrics 3. Support in identifying training needs **Job Description** ---------------------- Diagnose improvement opportunities attributable both to Front Office advisors and to processes. Diagnose improvement opportunities attributable both to Front Office advisors and to processes—related to after-sales and pre-sales—across the various channels and businesses of the regional CX center. Provide feedback to advisors to help them develop the improvement opportunities identified during the audited operations. Execute action plans in response to deviations from quality metrics; participate in calibration sessions with the Inhouse Operations team and with Quality, Training, and Operations teams of BPOs; support in identifying training needs. **Candidate Requirements** -------------------------- * Design, plan, and execute continuous improvement activities * Administrative or related degrees * Design action plans, conduct audits, and use continuous improvement tools. **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 the job posting 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or tests Then, if we determine your profile matches what we are seeking, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 88,000 people who work every day toward our firm Purpose—Simplify and Enjoy Life More. We operate in 9 countries and consist of five major brands positioned across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each of these brands defines who we are, and together—as One Single Team—we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch new initiatives and innovate, take risks, and create opportunities that keep us at the forefront—driving us to constantly reinvent ourselves to deliver the best shopping experience at every touchpoint with us.