ANALISTA III - Gestión de calidad Contact Center at Santander

Santiago, Santiago Metropolitan Region, Chile

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Banca, Contact CenterIndustries

Requirements

Experience in data analysis
Handling and analysis of databases, creation of KPI tracking
Design of web tools, ideally with experience in non-face-to-face service models
Desirable: Knowledge in SQL, Python, Power BI, and advanced analytics

Responsibilities

Develop improvements and new functionalities in the internal information and communication tool for all Contact Center attention units, including changes in design and user views
Consolidate and specify information provided by the bank's central areas that needs to be known by Contact Center Executives
Analyze and develop the identification and preparation of improvement proposals for internal Contact Center processes and protocols
Analyze different quality measurements of the Contact Center: quality surveys, process compliance, call monitoring, among others, detecting deficiencies in service quality

Skills

Key technologies and capabilities for this role

Análisis de datosBase de datosKPISQLPythonPower BIAnalítica avanzadaDiseño de herramientas webMonitoreo de llamadasEncuestas de calidad

Questions & Answers

Common questions about this position

What are the required skills for this Analista III role?

Required skills include experience in data analysis, handling and analyzing databases, creating KPI follow-ups, and designing web tools, with ideal experience in non-face-to-face service models. Desirable skills are knowledge in SQL, Python, Power BI, and advanced analytics.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the day-to-day work involve in this position?

The role involves developing improvements and new features in an internal tool for Contact Center units, consolidating information from bank areas, analyzing and proposing process improvements, and evaluating quality metrics like surveys, process compliance, and call monitoring.

How do I apply for this job at Santander?

Postulate in Workday to join Santander and continue transforming processes.

Santander

Provides banking, investment, and insurance services

About Santander

Santander Bank provides a variety of financial services to individuals, small businesses, and large corporations in the United States. Its offerings include savings and checking accounts, loans, credit cards, and investment products. The bank also has specialized services through Santander Investment Services and insurance products via Santander Securities LLC. Santander stands out from its competitors by focusing on community growth, committing $13.6 billion to support initiatives like the 'Cultivate Small Business' program, which aids early-stage entrepreneurs, especially from underrepresented groups. The bank generates revenue through interest on loans, service fees, and commissions, while promoting responsible banking practices and financial education. Santander's goal is to empower individuals and businesses, enhance community prosperity, and provide comprehensive financial solutions.

Boston, MassachusettsHeadquarters

1902Year Founded

$75MTotal Funding

POST_IPO_DEBTCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision

401k

Flexible PTO

Parental & sick leave

Discounts: technology, travel, auto, fitness, & tuition

Risks

ISO 20022 transition may challenge smaller business partners.

'Quishing' attacks pose a growing threat to consumer security.

Openbank faces competition in the U.S. high-yield savings market.

Differentiation

Santander's Openbank offers a 5.00% APY high-yield savings account nationwide.

The bank's Inclusive Communities Plan pledges $13.6 billion for community initiatives.

Santander's ISO 20022 adoption enhances operational efficiency and data management.

Upsides

Openbank's high-yield savings account attracts more U.S. customers.

Santander's renewable energy financing highlights commitment to sustainable investments.

Proactive cybersecurity measures enhance customer trust and protect digital assets.

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