Hybrid Process & Quality Professional – Analyst

at TIM Brasil

• Job title: Process & Quality Professional – Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Rio de Janeiro, Brazil

About the role

• Process & Quality Professional at TIM responsible for analyzing Telecom processes and improving quality through metrics. Focus on continuous improvement and documentation.

Responsibilities

• Responsible for adherence analysis with a focus on continuous process improvement, preparation of normative documents and/or IOPs, and quality measurement through indicators such as ODCs, NPS and Service (Massive and/or Repairs).
• Evaluate and implement improvements in processes related to the area's activities;
• Draft and update policies and other normative documents/IOPs;
• Define and/or monitor the metrics tied to Service processes that impact ODCs and NPS;
• Conduct adherence analyses to map and promote improvements in the design of external processes that impact the Ultrafibra chain, using methodologies and market best practices focused on risk management and process improvement;
• Build and/or monitor reports on normative documents, processes, and action plans;
• Monitor KPIs related to the processes within scope;
• Propose corrective/improvement action plans to mitigate structural gaps and coordinate the implementation of those plans with the responsible parties.

Requirements

• Knowledge of Telecommunications;
• Experience using dashboards in Power BI;
• Microsoft Office suite;
• Preferred experience in Fixed Broadband;
• Preferred knowledge of process and control frameworks;
• Preferred knowledge of process and quality indicators (KPI/KPO/SLA);
• Currently pursuing a bachelor's degree in Telecommunications Engineering, Network Engineering, Computer Science, Information Systems, Systems Analysis and Development, or Production Engineering (with a focus on processes and quality).

Benefits

• Flexible Benefits Program
• Medical and Dental Assistance *
• Medication/Pharmacy Benefit *
• Wellhub (formerly Gympass) *
• Food and/or Meal Voucher
• Financial Well-being Program
• Private pension plan
• Company mobile phone with unlimited data and voice allowance
• Agreements and partnerships with more than 3,000 companies and institutions, including discounts on your electricity bill and broadband internet
• Online English course extendable to one family member or friend
• Internal Training and Development Program
• Profit Sharing
• "My First Benefit" - Assistance for children up to 2 years old
• Daycare reimbursement (for parents)
• Flexible work models and schedules
• Happy Day - Day off during your birthday month
• Extended leave for maternity, paternity, marriage and adoption
• Transportation Voucher
• And more!