Process Improvement Technician, Bilingual

This is a fully remote position, open to applicants in Chile.

📋 Description

• Develop dashboards for indicators, reports, and management analyses.

• Manage satisfaction surveys utilizing IVR and ServiceNow.

• Assist management and quality teams in initiatives aimed at process enhancement.

• Create and update standard operating procedures for the knowledge base.

• Monitor and track ticketing activities.

• Oversee backlogs and ensure compliance with service level agreements (SLAs).

• Delegate tickets to the technical team as necessary.

• Prioritize and escalate tickets effectively.

• Engage in quality assurance and process improvement activities.

⛳️ Requirements

• Completed or ongoing higher education.

• Proficient in Spanish and capable of professional communication.

• Skilled in Microsoft Office applications.

• Experienced with Google Workspace tools.

• Excellent organizational abilities and meticulous attention to detail in tracking tickets, backlogs, metrics, and SLAs.

• Analytical mindset with a strong focus on quality and process enhancement.

• Background in developing and monitoring metrics and management reports.

• Familiarity with ServiceNow.

• Experience in monitoring SLAs, managing backlogs, and handling tickets.

• Expertise in quality and process improvement initiatives.

• Experience in creating and updating procedures or knowledge base documentation.

🏝️ Benefits

• Flexible work arrangements that support a healthy work-life balance.

• Opportunities for professional development and skill enhancement.

• A collaborative, diverse, and innovative workplace culture.

• Access to SONDA Academy: a learning platform for ongoing professional growth.

• Options for on-site and remote working arrangements.

• SONDA Wellness: initiatives dedicated to physical, mental, and social well-being.