CX Quality Assurance and Compliance Manager
hace 1 semana
We are looking for a skilled CX Quality Assurance Lead to join our team in Barcelona. As a key member of our Customer Service team, you will play a crucial role in driving operational performance enhancements and ensuring compliance with various global standards.
Your primary focus will be on analyzing quality performance and customer feedback to identify improvement areas and pain points. You will work closely with the department and other stakeholders to implement improvements and drive operational performance enhancements.
Key Responsibilities:
- Ensuring external agent/center quality standards are met.
- Working closely with central teams and centers to understand CSAT and DSAT drivers.
- Leading calibration sessions with delivery centers and updating QA transaction monitoring forms as required.
- Proactively identifying QA program improvements and acting as Quality POC for contact centers.
- Owning quality KPIs and driving operational performance improvements with delivery centers.
Requirements:
- 3 years of progressive experience in quality assurance.
- Proven success in increasing individual and team performance within a contact center setting.
- Previous experience working with global outsource providers is an asset.
- Familiarity with data analysis and scorecard design across channels.
- Fluency in English and knowledge of at least one more European language.
- Data Studio and pivot table skills are beneficial.
- Strong understanding of the airline/OTA industry.
- Ability to learn new software and applications quickly.
- Excellent communication skills and ability to lead calibration and coaching sessions.
Estimated Salary: €70,000 - €90,000 per annum (dependent on location and experience).
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