Process Improvement Technician

• 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

• 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

• 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