Insurance Advisor responsible for advising clients on coverage and managing their onboarding. Engage with clients through multiple channels to deliver exceptional service and establish trusted relationships.
About the role
- Technical Assurance Expert evaluating telecom processes for TIM's Ultrafibra services. Responsibilities include performance analysis, reporting, and adherence to quality standards.
Responsibilities
- Responsible for adherence analysis focused on continuous process improvement, drafting normative documents and/or IOPs, and measuring quality using indicators such as ODCs, NPS and Customer Service (High‑volume services and/or Repairs).
- Analyze the performance, capacity and quality of the elements, interfaces and routines that make up Ultrafibra service delivery related to High‑volume services and Repairs.
- Prepare reports containing performance indicators (KPIs) and quality indicators (KQIs), ensuring the integrity of outputs for Customer Service and other internal areas of the Residential Solutions directorate (database content, access, reports and alerts).
- Identify opportunities to improve results, maximizing resources and minimizing impacts.
- Integrate elements into indicator monitoring platforms, providing performance alarms and behavior‑change alerts to enable proactive service monitoring.
- Monitor the third‑party operation executing activities that comprise the monitoring of the modem chain to identify opportunities in repair handling and the related processes.
- Work with the Telemetry supplier to identify opportunities, create alarms and reports, and develop features that enable better performance by the CRT in executing repair solutions.
- Monitor the third‑party operation executing activities that comprise the monitoring of Siebel orders (processing) to identify flow opportunities and support the analyst responsible for the activity.
- Draft and update policies and other normative documents.
- Define and monitor metrics associated with processes.
- Conduct adherence analyses to map and promote improvements in process design, using market methodologies and best practices focused on risk management and process improvement.
Requirements
- Knowledge of Telecommunications
- Proficiency in SQL
- Power BI experience preferred
- Experience with Agile methodologies preferred
- Experience in Operations (incident management) preferred
- Microsoft Office suite
- Bachelor's degree in Telecommunications Engineering, Network Engineering, Computer Science, Information Systems, Systems Analysis or Production Engineering (with a focus on processes and quality)
Benefits
- Flexible Benefits Program
- Medical and Dental Assistance *
- Medication Benefit *
- Wellhub (formerly Gympass) *
- Meal and/or Food Allowance
- Financial Well‑being Program
- Private Pension
- Company mobile phone with unlimited internet and voice allowance
- Agreements and partnerships with more than 3,000 companies and institutions, including partnerships for 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 – Support 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!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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