Service Quality and Video Analytics Specialist

• DTH, IPTV, and OTT television service architecture.
• Contribution chain, processing, encoding, and video signal distribution.
• Video streaming protocols (HLS, DASH, RTSP) and video and audio encoding and transport technologies (HEVC, HDR, Dolby, 4K/UHD).
• Experience quality monitoring and analytics tools: NPAW, DEVO, and PowerBI.
• Data analysis and use of AI tools applied to the exploitation of quality data.
• Managing and following up on incidents.
• Intermediate-high level of English, oral and written.

• Experience in the operation and assurance of television and video services (DTH and/or OTT).
• Experience quality data analysis and preparation of QoS reports.
• Incident tracking in end-customer service environments.
• Technical interlocution and supervision of outsourced service providers.

Telefónica define una cultura de alto impacto y un modelo común de liderazgo que nos permite convertir la estrategia en acción, basado en tres actitudes clave:

• Dar lo mejor de nosotros
• Cuestionar nuestros límites
• Crecer juntos
  
  

Y en seis capacidades que marcan la diferencia en el día a día:

• Foco en el cliente
• Excelencia en la ejecución
• Innovación digital
• Claridad y valentía
• Impulso de la responsabilidad
• Desarrollo de las personas

DO YOU IDENTIFY WITH THIS? IT'S TIME TO MAKE THE LEAP!

VALUED EDUCATION:

• University degree or intermediate degree in Telecommunications, Computer Science, or equivalent.

¿QUÉ BUSCAMOS?

Personas con muchas ganas de darlo todo y marcar la diferencia. Apasionadas de la innovación y las tecnologías punteras.

Con esta oportunidad podrás adentrarte en el apasionante universo tecnológico y ser parte del cambio: un mundo más conectado, más humano, y lleno de historias que transforman vidas.

WE WANT PEOPLE LIKE YOU...

You will be responsible for ensuring the quality of the experience perceived by Movistar+ customers in linear TV, VOD, and U7D services over DTH and OTT platforms, through the systematic verification of the signals and content offered, the analytical exploitation of the platform's quality of service tools, and the technical governance of the outsourced monitoring service.

You will act as a technical reference in video quality analytics, anticipating degradations before they impact the customer, driving proactivity in the detection and tracking of service incidents, and providing the organization with an end-to-end quality vision that facilitates decision-making oriented toward continuous improvement.

Challenge 1: Quality assurance of signals and content.

Carry out tasks aimed at checking the quality of the signals for the channels, VOD, and U7D offered to customers, in accordance with established procedures, in order to ensure the correct functioning of all services offered and that the content offering is received by customers under the appropriate technical conditions.

Challenge 2: Governance and supervision of the outsourced DTH monitoring service.

Act as the technical interlocutor with TSA as the provider of the Movistar+ DTH monitoring service: request contracted tasks, supervise their execution and quality, verify compliance with agreed procedures and service levels, and escalate detected deviations.

Challenge 3: Experience quality data analytics.

Analyze data from application quality of service tools (NPAW, DEVO, PowerBI, and AI models) to identify degradation patterns, trends, and root causes; and act as the administrator and trainer for the NPAW ES account, managing its configuration, users, and the training of user teams.

Challenge 4: OTT-DTH incident tracking.

Perform end-to-end tracking of incidents (INCs) for OTT and DTH services, ensuring their correct characterization, prioritization, and progress with the involved areas and providers until resolution, while ensuring consistency between the real impact on the customer and the treatment provided.

Challenge 5: Service quality reporting.

Prepare periodic quality of service (QoS) reports for DTH and OTT, consolidating indicators, evolution, and conclusions, to provide visibility of the service quality status to the organization and support improvement decision-making.

Challenge 6: Coordination of triage activity in the OTT service, analyzing individual customer incident cases to determine if it is an issue that requires level 2/level 3 analysis or if it can be resolved by first lines with guidelines for customers

WORK LOCATION: Madrid.