Centro de e-Learning UTN FRBA
4 months ago
Experience Education Analyst and Continuous Improvement
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Company information
- Company
- Centro de e-Learning UTN FRBA
- Location
- Buenos Aires, Buenos Aires, Provincia de Buenos Aires, Argentina United States
- Posted
- 4 months ago
Job description
We are looking for an experienced analyst to improve the educational experience of students through a comprehensive management of complaints and continuous process improvement.
What will be your mission?
Gestiona complaints in a comprehensive manner, reception, analysis, categorization, follow-up and resolution, ensuring clear, empathetic and personalized communication with students, teachers and coordinators. At the same time, contribute to the continuous improvement of educational experience through the identification of opportunities for improvement, functional validation of adjustments in Moodle and accompaniment in the implementation of improvements on the platform.
You are presented with some tasks of the challenge
To take this role, we need you to have
Experience and knowledge
What will be your mission?
Gestiona complaints in a comprehensive manner, reception, analysis, categorization, follow-up and resolution, ensuring clear, empathetic and personalized communication with students, teachers and coordinators. At the same time, contribute to the continuous improvement of educational experience through the identification of opportunities for improvement, functional validation of adjustments in Moodle and accompaniment in the implementation of improvements on the platform.
You are presented with some tasks of the challenge
- Gestiona complaints and incidents reported by students, ensuring their correct reception, analysis, documentation, categorization, follow-up and resolution.
- Identify root causes and propose corrective actions and opportunities for improvement aimed at optimizing educational experience and preventing recurrences.
- Coordinate case resolution with internal areas, especially those related to content, pedagogical proposals or learning experiences, articulating actions with the Instructional Design team.
- Communicate findings, opportunities for improvement and recommendations to coordinators, teachers and involved teams, accompanying the implementation of defined actions.
- Maintain clear, empathetic and personalized communication with students through different channels (email, WhatsApp and phone calls), ensuring adequate follow-up of each case.
- Recover information, track cases and ensure timely resolutions that contribute to a positive experience for the student.
- Execute functional tests in Moodle to validate configurations, improvements, developments and plugins, documenting results and managing implementation with the IT area when necessary.
- Detect opportunities for improvement in processes, tools and work dynamics, driving initiatives that contribute to continuous improvement of educational experience.
To take this role, we need you to have
Experience and knowledge
- More than 2 years of experience in complaint management, customer/student service or attention, preferably in educational settings, e-learning or services.
- Intermediate/advanced Moodle management, with experience in configuration, functional validation and/or operational management of courses and activities (exclusive).
- Experience in analysis, follow-up and resolution of cases, ensuring adequate documentation and communication with involved parties.
- Advanced studies or completed in Quality, Process Management, Education, Communication, Data or related fields.
- Google Workspace or similar tool management.
- Ability to manage cases autonomously, prioritizing tasks and ensuring their resolution.
- Skill to identify root causes, propose solutions and detect opportunities for improvement.
- Ability to understand processes and drive actions that contribute to optimizing educational experience.
- Incentive to coordinate actions and articulate requirements with different areas, especially IT.
- Assertive communication, active listening and empathy in interaction with students, teachers and internal teams.
- Proactive profile, organized, responsible and result-oriented.
- Commitment to continuous improvement and collaborative work.
- Availability exclusive for full-time employment.
- 100% remote work
- Full-time schedule, Monday to Friday from 9am to 6pm
- Modality of Employment Relationship
Required skills
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