Customer Service Excellence Specialist

hace 20 horas


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

**About Msx International Inc.**

We are a leading company in the customer service industry, committed to delivering exceptional experiences for our clients and their customers.

**Job Summary**

We are seeking a highly skilled Customer Service Excellence Specialist to join our team in Barcelona. As a key member of our quality assurance team, you will be responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.

**Key Responsibilities**

  • Regularly review and assess customer service interactions (calls, emails, chats) to ensure agents meet quality standards and follow correct procedures.
  • Analyze individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.
  • Ensure all customer interactions comply with internal guidelines, legal requirements, and industry standards.
  • Conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
  • Prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.

**Requirements**

To be successful in this role, you will need:

  • Native/bilingual German language and advanced knowledge of English (minimum level B2).
  • In-depth understanding of quality assurance processes and methodologies, particularly in a customer service environment.
  • Strong verbal and written communication skills to provide clear, constructive feedback and collaborate with agents and team leaders.
  • Analytical skills with the ability to identify trends, interpret data, and provide insights that contribute to improved performance.

**What We Offer**

We offer a competitive salary of €40,000 per year, a dynamic work environment, and opportunities for growth and development.

**Location**

This role is based in Barcelona, Spain.



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