Process Improvement Technician
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Job Description
Técnico de melhoria de processos na SONDA, empresa de tecnologia. Monitoramento de chamados, backlogs e SLAs, relatórios gerenciais e suporte à qualidade.
Responsibilities:
- Develop KPI dashboards, reports, and management reports
- Handle satisfaction surveys via IVR and ServiceNow
- Support management and quality teams in process improvement initiatives
- Create and update knowledge base procedures
- Track and monitor tickets
- Control and monitor backlogs and SLA compliance
- Assign tickets to the technical team
- Set ticket priorities and escalate tickets as needed
- Perform activities focused on quality and process improvement
Requirements:
- Completed or currently pursuing a university degree
- Fluent Spanish, with the ability to communicate in a professional environment
- Proficiency in Microsoft Office tools
- Proficiency in Google Workspace tools
- Strong organizational skills and attention to detail when tracking tickets, backlogs, KPIs, and SLAs
- Analytical mindset with a focus on quality and process improvement
- Experience preparing and monitoring KPIs and management reports
- Experience with ServiceNow
- Experience monitoring SLAs and backlogs and managing tickets
- Experience in quality and process improvement activities
- Experience creating and updating procedures or knowledge bases
Benefits:
- Flexible working arrangements that promote work-life balance
- Professional development and continuous growth of your skills
- Collaborative, diverse, and innovative environment
- SONDA Academy: a learning platform for professional development
- On-site and remote work options
- SONDA Wellness, with initiatives focused on physical, mental, and social health
- Equal opportunities in an inclusive environment
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