Why SoftwareOne? Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering special Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Team but can work at Speed lead change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation. The role We are thrilled to announce an opportunity to join our team as: Quality Analyst – Technology Area SoftwareOne Scope: Full-time | Office: Medellín | Hybrid How a day to day would look like in this role: Daily review of tasks, Service Center requests, and improvement priorities. Identification and documentation of existing and new processes. Development of flowcharts and process mapping using standard tools. Analysis of indicators to propose specific improvements. Implementation and follow-up of improvement opportunities until results are achieved. Support in continuous improvement projects and related documentation (guides, templates). Execution of internal audits on IT incidents and requests, according to the established schedule. Contact with detractor users to manage agreements and improve their experience. Design and implementation of corrective actions following internal audits. Continuous updating of the KMDB with current processes and documents. Coordination with IT areas to keep documentation and processes up to date. What we need to see from you Profile:Technician, Technologist, or Professional in Quality Management, Information Technology, or related fields, with at least 2 years of experience in quality assurance roles within technology environments, service centers, or technical support. Required skills: Knowledge of quality standards (ISO 9001, ITIL, etc.) Basic understanding of cybersecurity and information security guidelines Strong skills in analysis, report writing, and follow-up on improvement plans Effective communication and the ability to handle conversations with dissatisfied users appropriately Strong organizational skills and attention to detail in document management Knowledge of change management (ideally ITIL-based) Proficiency in knowledge management tools and collaborative documentation platforms (e.g., Confluence, SharePoint) Experience with service management tools such as ServiceNow, Remedy, among others (desirable) BENEFITS: A unique culture with lived corporate values for an appreciative and supportive work environment. Opportunity to develop your potential in a personalized way and according to your objectives within the role. Economic incentive program for employee referrals for active positions. Spaces for leisure, celebrations and recreation for your physical and mental health. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws. Job Function Software & Cloud