Who Are We? At Tiendamia, we’re more than just an online store. We’re the epicenter of e-commerce, where creativity and technology converge to provide unique shopping experiences to our customers in Latin America. We’re bold, innovative, and constantly evolving. If you’re ready to join a team that pushes boundaries, your next adventure begins here! You will be responsible to ensure our customers have an excellent shopping experience by monitoring interactions across the different established channels. Audit the follow-up of processes and the achievement of objectives by agents and the various teams that provide support to our customers. Your challenges: Audit case resolutions across all channels and markets we operate in. Prepare quality reports by agent and by team. Provide feedback and tools to teams to help achieve performance objectives. Report improvement opportunities identified through various analyses. Prepare performance reports. Work on the continuous improvement of support processes, aiming for greater efficiency and quality. Identify operational improvement opportunities and contribute to strategic projects. Create data presentations. Design and deliver training sessions. Analyze agent interactions during the onboarding process. Support agents in starting operations with the necessary knowledge. Assist in updating processes and manuals needed to help agents achieve excellent performance. Contribute to maintaining a positive work environment. Carry out all tasks fairly, objectively, and impartially. Main Performance KPIs CSAT across all support channels Support teams' quality score (%) Efficiency: AHT, FCR, recontacts Candidate requirements: University student or graduate Intermediate English level Intermediate Excel / Google Sheets skills Active listening and empathy Strong teamwork skills Solid operational knowledge Excellent verbal and written communication Knowledge of learning dynamics and tools Personal qualities: commitment, organization, attention to detail, and flexibility Preferred Qualifications Tableau Knowledge of e-learning tools will be valued SQL We foster an inclusive environment where every voice is heard, and where each team member has the opportunity to grow and thrive. We look forward to hearing from you!