• Validation of the integrity and format of recordings downloaded daily from an external company server. Design and development of a Python program to automate validation tasks and upload recordings to the database. • Queries in the Oracle database to obtain relevant information about the recordings. • Registration and monitoring of validated recordings. • Report incidents or problems detected in the recordings

Ensure compliance with the established processes in order to achieve the experience assurance objectives established by the corporate client.

• Carry out periodic audits of the call center recordings to evaluate the quality of the processes and the attention provided to customers. • Identify areas of improvement in call center processes and propose solutions to optimize them and improve customer service. • Hold meetings with corporate clients to obtain their opinions and suggestions about service. • Prepare reports and presentations with the results of the audits and improvement proposals.