\#WeAreMoreAtTIM Being part of TIM means connecting with what we believe in and having MORE alignment with the entire TIM team. It means learning new ways to offer the world work with MORE purpose. Learning at TIM is MORE than possibility. It's what drives us to do MORE and better. It's developing skills creatively and turning technology into MORE freedom. Technology at TIM is MORE than having the best coverage. It's imagining possibilities with MORE innovation, connecting everyone with respect and agility. Diversity and Inclusion at TIM is MORE than embracing. It's a culture increasingly MORE essential to our daily lives. It's creating a MORE positive impact by being who you are. Come be yourself and become part of a TIM team that has the courage to innovate, the freedom to try, and the desire to make a difference in people's lives. \#imaginepossibilities We value applications from People with Disabilities, Black People, LGBTI\+ individuals, People aged 45\+, and Women! **Responsibilities and duties** **Profile description** Responsible for compliance analysis focusing on continuous improvement of processes, development of regulatory documents and/or IOPs, and quality assessment through indicators such as ODCs, NPS, and Customer Service (Mass Incidents and/or Repairs). Also involved in proposing and monitoring corrective and/or improvement action plans aimed at mitigating structural gaps in the Ultrafibra services offered to TIM customers. **Main activities** * Evaluate and implement improvements in processes related to the area's activities; * Develop and update policies and other regulatory documents/IOPs; * Define and/or monitor metrics linked to Customer Service processes impacting ODCs and NPS; * Conduct compliance analyses to map and promote improvements in external process designs affecting the Ultrafibra chain, using market methodologies and best practices focused on risk management and process improvement; * Build and/or monitor reports on regulatory documents, processes, and action plans; * Monitor KPIs related to responsible processes; * Propose corrective/improvement action plans to mitigate structural gaps and coordinate their progress with responsible parties. **Requirements and qualifications** **Knowledge, Experience and Education** * Knowledge in Telecommunications; * Experience using Power BI dashboards; * Office Suite; * Desirable experience in Fixed Broadband; * Desirable knowledge of process and control frameworks; * Desirable knowledge of process and quality indicators (KPI/KPO/SLA); * Pursuing a Bachelor’s degree in Telecommunications Engineering, Network Engineering, Computer Science, Information Systems, Systems Analysis and Development, or Production Engineering (with focus on processes and quality). **Additional information** At TIM, your well\-being is our well\-being, which is why the Conexão Bem \+ Estar program aims to strengthen TIM's genuine care for its employees and their families, through practical initiatives across multiple areas so everyone can always be well, both personally and professionally. Check out our benefits: * Flexible Benefits Program * Medical and Dental Insurance \* * Medication Benefit \* * Wellhub (ex\-Gympass) \* * Meal Allowance and/or Food Voucher * Financial Well\-Being Program * Private Pension Plan * Mobile phone with Unlimited Internet and Voice allowance * Agreements and Partnerships with over 3\.000 companies and institutions, including partnerships for discounts on your electricity and broadband internet bills * Online English course extendable to 1 family member or friend * Internal Training and Development Programs * Profit Sharing * My First Benefit \- Allowance for children up to 2 years old * Childcare Reimbursement (for parents) * Flexible work models and working hours * Happy Day \- A day off during your birthday month * Extended leave for maternity, paternity, marriage, and adoption * Transportation Voucher And more! * Extendable to legal dependents It's about having MORE alignment with the entire TIM team and connecting with what we believe in. It's about learning new ways to offer the world work with MORE purpose. It's what drives us to do MORE and better. It's about developing skills creatively and turning technology into MORE freedom. It's about imagining possibilities with MORE innovation, connecting all people with respect and agility. It's a culture increasingly MORE essential to our daily lives. It's about creating a MORE positive impact by being who you are. Come be yourself and become part of a TIM team that has the courage to innovate, the freedom to try, and the desire to make a difference in people's lives. This means we have a positive environment for development, opportunities, and inclusion. It's the recognition that we make a difference in people's lives. We will continue working, developing the best market practices, and evolving together with our TIM team. Together, \#WeAreMoreAtTIM! **Check out our opportunities in other areas!** Access the links below and explore more available positions.