Description: Knowledge, Experience and Education: * Knowledge of Telecommunications; * Knowledge of SQL; * Power BI knowledge desirable; * Agile knowledge desirable; * Experience in Operations (incident handling) desirable; * Office suite; * Completed undergraduate degree in Telecommunications Engineering, Network Engineering, Computer Science, Information Systems, Systems Analysis or Production Engineering (with focus on processes and quality). Profile Description: Responsible for compliance analysis with a focus on continuous process improvement, 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 responsible for proposing and monitoring corrective and/or improvement action plans aimed at mitigating structural gaps in the Ultrafibra services offered to TIM customers. Main Activities: * Analyze the performance, capacity and quality of elements, interfaces and routines comprising Ultrafibra service delivery related to Mass Incidents and Repairs; * Prepare reports containing performance indicators (KPIs) and quality indicators (KQIs), ensuring output integrity for Customer Service and other internal areas of the Residential Solutions Directorate (data base content, access, reporting and alerts); * Identify opportunities to improve results achieved, maximizing resources and minimizing impacts; * Integrate elements into indicator monitoring platforms, providing performance alerts and behavioral change alerts to ensure proactive service monitoring; * Monitor third-party operations executing activities related to modem supply chain monitoring, to identify opportunities in repair handling and related processes; * Monitor the Telemetry vendor in identifying opportunities, creating alerts and reports, as well as developing functionalities enabling improved CRT performance in resolving repairs; * Monitor third-party operations executing Siebel order monitoring activities (processing), to identify opportunities in the workflow and support the analyst responsible for this activity; * Draft and update policies and other regulatory documents; * Define and monitor metrics linked to processes; * Conduct compliance analyses to map and promote improvements in process design, using market methodologies and best practices focused on risk management and process improvement. 2512230202491881981