SENIOR ANALYST

Description

Position Summary: We are seeking a Senior Quality Analyst responsible for ensuring compliance with the value promise assurance system and customer satisfaction. Key Highlights: 1. Design, implement, and monitor the quality assurance plan. 2. Manage KPIs, internal audits, and continuous improvement plans. 3. Extensive experience with certified management systems and methodologies. ### **Description** We are seeking a **Senior Quality Analyst** responsible for ensuring compliance with the company’s value promise assurance system according to contractual, legal, and corporate requirements, in order to guarantee service quality and customer satisfaction. The professional will be responsible for designing, implementing, and monitoring the quality assurance plan using the PHVA cycle methodology (Plan, Do, Check, Act), as well as managing operational KPIs (ANS), internal audits, customer experience measurement, ITIL processes, and continuous improvement plans. **3 to 4 years** of professional experience in: * Quality management and value promise assurance * Administration of administrative areas or internal/external customer relationship management * Internal and external audit processes * Team leadership * Implementation and monitoring of certified management systems (ISO 9001, ISO 20000\-1, ISO/IEC 27001, ITIL) ### **Requirements** Professional or Bachelor’s degree in **Industrial Engineering, Business Administration, or related administrative fields** Proficiency in **ISO standards**: 9001, 20000\-1, IEC 27001 Knowledge of **ITIL Foundation** (certification preferred) Familiarity with **PHVA methodology** (Plan, Do, Check, Act) Management of **Service Level Indicators (ANS/SLA)** Knowledge of **contractual GAP Analysis** and contractual compliance Design and execution of **internal and external audits** Management of customer service systems (**PQRs**) Experience in **action plans and continuous improvement** Handling of **process documentation** according to management systems ANALYST SENIOR Profile Location Bogotá, Bogotá D.C., Colombia (Hybrid) Experience 4 Years of Experience