Senior Process Improvement Specialist for Customer Experience

hace 1 semana


Barcelona, Barcelona, España Fly Level Sl A tiempo completo

Job Title: Senior Process Improvement Specialist for Customer Experience

About the Company:

Fly Level Sl is a long-haul airline based in Barcelona and part of the IAG group. The company prioritizes delivering exceptional customer experiences by focusing on values such as commitment, an open attitude, constant improvement, and making travel easy for customers.

About the Job:

We are seeking a highly skilled Senior Process Improvement Specialist for Customer Experience to join our team in Viladecans - Barcelona. This role is responsible for identifying process improvements to enhance efficiency and automation in the contact center, as well as among handling staff and crew, while maintaining high service quality standards.

Key Responsibilities:

  • Analyzing contact center operations to identify inefficiencies and propose enhancements across all channels (web, social media, chat, phone)
  • Defining business requirements for system changes
  • Identifying areas for improvement in customer-facing processes, including website functionality and user experience
  • Implementing best practices to optimize process performance and ensure scalability
  • Documenting processes and policies in a standardized and accessible format
  • Managing user access and permissions for contact center tools and systems
  • Monitoring and following up on system-related incidents
  • Conducting audits and site visits to check service quality
  • Analyzing customer satisfaction scores and trends and identifying actions to improve service delivery
  • Providing coaching to ensure consistent quality standards across teams
  • Identifying training needs and collecting feedback from providers
  • Planning, developing, delivering, and evaluating training initiatives for call centers, handling, and crew
  • Maintaining up-to-date training materials and agent knowledge base
  • Couching external trainers to improve the quality and effectiveness of training programs
  • Organizing and tracking training sessions to ensure alignment with operational goals
  • Providing performance feedback to agents, trainers, and teams, identifying areas for improvement
  • Communicating regularly with the contact center provider to review and address issues

Main Relationships:

The main relationships will be with Customer Experience, IT, Data, Commercial, Operations, and suppliers for CRM, Service Tool, E-commerce, and Legal.

Requirements:

  • Bachelor's degree in Business Management or related field
  • A minimum of 3 years' experience in similar positions
  • Knowledge and experience working with WorldTracer
  • Knowledge and experience working with Amadeus, Skyspeed, Resiber, or other reservation systems
  • Knowledge about Contact Center technology (telephony, CRM, Omnichannel tools)
  • Comfortable multitasking and working under pressure

Estimated Salary: €45,000 - €60,000 per year



  • Barcelona, Barcelona, España Ttec A tiempo completo

    Unlock your potential with TTEC, a pioneer in customer experience solutions. As a Quality Assurance Specialist in Athens, Greece, you'll play a vital role in enhancing customer satisfaction and driving business success.About the RoleWe're seeking an experienced professional to evaluate and analyze customer interactions, identifying areas for improvement and...


  • Barcelona, Barcelona, España A Place For Rover, Inc. A tiempo completo

    At A Place For Rover, Inc., we're passionate about creating a world where pets and their humans are inseparable. As a Lifecycle Specialist for our Customer Experience team, you'll play a vital role in shaping the way we engage with our community of pet sitters and dog walkers.Our team is driven by a shared vision of making pet parenthood more accessible and...


  • Barcelona, Barcelona, España Oilandgas.Org A tiempo completo

    Company OverviewSchneider Electric is a global leader in energy and automation digital solutions, empowering individuals to make the most of their energy and resources. Our mission is to ensure Life Is On everywhere, for everyone, at every moment.About the RoleWe are seeking an experienced Senior SAP Process Improvement Specialist to join our team. As a key...


  • Barcelona, Barcelona, España Ttec A tiempo completo

    About UsTTEC is a leading customer experience technology and services provider. Our mission is to deliver amazing service and technology, combined with humanity.Job DescriptionWe are seeking a Quality Assurance Specialist to join our team in Athens, Greece. As a Quality Assurance Specialist, you will be responsible for evaluating and analyzing customer...


  • Barcelona, Barcelona, España Maersk A tiempo completo

    About the RoleMaersk is seeking a Global Process Improvement Specialist to join our team. As a key member of our improvement journey, you will play a vital role in driving the adoption of lean practices across our global terminal network.Key ResponsibilitiesSupport Dojo Masters with translation between Japanese and English.Drive the adoption of lean...


  • Barcelona, Barcelona, España Essity A tiempo completo

    **Job Summary:**We are seeking a skilled Transportation Process Improvement Specialist to join our team at Essity. This is an exciting opportunity to work in a dynamic environment and contribute to the improvement of our supply chain processes, particularly in transportation.**About the Role:**The ideal candidate will have 3-5 years of experience in Supply...


  • Barcelona, Barcelona, España Hewlett Packard Enterprise A tiempo completo

    Job OverviewWe are seeking an experienced Industrial Operations Process Specialist to join our team at Hewlett Packard Enterprise. In this role, you will drive operational excellence, system efficiencies, and effective communication across different teams to create synergies, collaboration, and alignment.About the JobThis is a full-time position based in...


  • Barcelona, Barcelona, España Recruitment Direct A tiempo completo

    We are seeking a highly skilled and detail-oriented Dynamic Customer Experience Specialist to join our team at Recruitment Direct. The successful candidate will be responsible for delivering exceptional customer experiences through effective communication, problem-solving, and analytical skills.Key Responsibilities:Conduct thorough audits on customer...


  • Barcelona, Barcelona, España Abroad Experience A tiempo completo

    **Company Overview**Abroad Experience is an international non-profit organization with a mission to bridge business operations and software. We are looking for an ERP Implementation Specialist to join our team.**Job Description**The ERP Implementation Specialist will be responsible for providing support to internal and external users to use the ERP system...


  • Barcelona, Barcelona, España Allianz Popular Sl. A tiempo completo

    **Job Title:** Senior Expert Customer ExperienceThe Customer Experience team at Allianz Popular Sl. plays a vital role in gathering customer feedback through various channels. As a Senior Expert Customer Experience, you will work closely with globally distributed team members and internal stakeholders to ensure customer voices are heard and understood,...


  • Barcelona, Barcelona, España Msx International Inc. A tiempo completo

    Msx International Inc. is a global leader in customer service excellence, seeking a seasoned Customer Experience Quality Assurance Specialist to join our team in Barcelona.Estimated salary: $60,000 - $80,000 per year.We are looking for an exceptional candidate with native/bilingual German language skills and advanced knowledge of English to drive quality...


  • Barcelona, Barcelona, España Coty A tiempo completo

    About This RoleWe're seeking a skilled Manufacturing Process Improvement Specialist to join our Operations team in Ashford, UK.Key ResponsibilitiesConduct thorough Root Cause Analysis to identify and eliminate process losses.Create and apply setting standards for optimal machine-material interaction, ensuring operators and technicians are fully trained and...


  • Barcelona, Barcelona, España Unilabs A tiempo completo

    About UsWe are a leading provider of clinical laboratory testing and medical diagnostic imaging services to private and public healthcare providers, local governments, insurance companies, pharmaceutical companies, and the general public. With operations in 14 countries, our wide network of facilities allows us to offer one of the broadest geographic...


  • Barcelona, Barcelona, España Recruitment Direct A tiempo completo

    Job Overview:Rigorous quality control and assurance are essential for delivering exceptional customer experiences. We seek a Customer Experience Quality Specialist to join our team in Riga, Latvia.Key Responsibilities:- Conduct thorough audits on customer interactions to identify areas for improvement- Perform root cause analysis for quality issues and...


  • Barcelona, Barcelona, España Thermo Fisher Scientific A tiempo completo

    About the RoleWe are seeking an experienced Lead Software Developer and Process Improvement Specialist to join our team at Thermo Fisher Scientific. As a key member of our development team, you will be responsible for designing, coding, testing, and maintaining various applications while adhering to high standards of quality.Key ResponsibilitiesDesign and...


  • Barcelona, Barcelona, España Ttec A tiempo completo

    About the RoleWe are seeking a highly skilled Senior Customer Experience Specialist to join our team in Sofia, Bulgaria. As a key member of our sales team, you will be responsible for delivering exceptional customer experiences while working closely with our clients.ResponsibilitiesService and upsell client products to existing customers through effective...


  • Barcelona, Barcelona, España Ttec A tiempo completo

    Job DescriptionAs a Quality Assurance Specialist at TTEC, you'll play a vital role in enhancing customer experience and satisfaction scores. You'll work closely with the Quality Assurance Manager to evaluate and analyze customer interactions, ensuring that employees provide accurate and informative responses. Your attention to detail will help identify areas...


  • Barcelona, Barcelona, España Cataloxy A tiempo completo

    Job Title: Senior Customer Experience Specialist - Google Ads Products - Part TimeLocation: Barcelona, SpainSalary: 9653.19 € gross/year (part-time, 22.5 hours/week)About the RoleWe are seeking highly skilled professionals to join our team as Spanish Customer Service Representatives for Google Ads Products.This role offers a fast-paced and rapidly changing...


  • Barcelona, Barcelona, España Jameda Gmbh A tiempo completo

    About UsWelcome to Jameda GmbH, a leading player in the healthcare industry. Our journey began over 10 years ago with a simple yet powerful question: are patients being considered in healthcare? We answered this by empowering patients through reviews and providing doctors with easy-to-use technology for managing bookings. Today, we're looking to take our...


  • Barcelona, Barcelona, España Remeha Belgium A tiempo completo

    Job OverviewWe are seeking a highly skilled Senior Product Development Improvement Specialist to join our team in Barcelona. As a key member of our organization, you will play a crucial role in driving structural and measurable improvements in product and system development.About the RoleThe Senior Product Development Improvement Specialist will be...