quality standards

At
Vueling
, we love things to happen. We always try to go one step further and do it better. More than a job – it's a way of life.

That's why we work together as a team made up of talented and passionate people, collaborating, supporting and complementing each other.

We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.

Job Purpose
Design, implement, and continuously enhance quality assurance and training programmes for the call centre, covering service standards, communication style, product and regulatory knowledge, and customer interaction protocols; ensuring alignment with company policies, industry best practices, and compliance requirements; in order to optimise agent performance, maintain service consistency, improve customer satisfaction, and support business objectives through high-quality customer interactions.

Main Accountabilities

• Ensure that call centre agents are well-trained, up-to-date, and capable of delivering high-quality service in alignment with company standards and evolving business needs.
• Identify areas for improvement in service delivery, maintain compliance with quality standards, and enhance customer interactions by ensuring adherence to established protocols.
• Provide agents with reliable and current information, ensuring consistency in responses, improving problem resolution efficiency, and enhancing customer experience.
• Maintain a consistent, empathetic, and brand-aligned communication style, ensuring high levels of customer satisfaction and professional interactions.
• Ensure that agents are well-equipped to handle customer queries regarding new products or policy updates, reducing misinformation and enhancing service efficiency.
• Measure the impact of training programmes, identify areas for continuous development, and provide data-driven insights to improve overall call centre performance.
• Enhance training effectiveness, improve knowledge retention among agents, and maintain a high level of engagement in learning activities.
• Safeguard the company against legal and regulatory risks, ensuring that all customer interactions adhere to applicable laws and corporate guidelines.
• Ensure alignment across teams, maintain a unified approach to customer service, and facilitate the integration of system or process updates into training programmes.
• Respond promptly and effectively to customer-related emergencies, minimising service disruptions and maintaining customer trust during critical situations.
• Fulfil the mission of the job if it is in the employee's hand.

Main Responsibilities - Tasks

• Design, deliver, and update training materials for call centre teams, covering service standards, communication style, product and service knowledge, and regulatory compliance, while organising ongoing training sessions or refreshers as processes, products, or services evolve (e.g., new systems, policy updates).
• Establish and maintain audit frameworks to regularly assess call quality, adherence to tone of voice and service protocols, and compliance with policies, through periodic call monitoring (live or recorded) and scoring agent performance against defined quality metrics (e.g., accuracy, empathy, adherence to scripts).
• Oversee the call centre knowledge base, ensuring that all references, FAQs, and support documents remain accurate and up to date, in collaboration with the Customer Operations Systems Manager, B2B Specialist, B2C Specialist, Loyalty Specialist, and Communications Specialist, to reflect recent changes or updates in products and services.
• Define and continuously refine service standards and tone-of-voice guidelines that align with the airline's brand and customer expectations, providing coaching and corrective feedback to agents or team leads when standards are not met.
• Partner with internal stakeholders (e.g., Product, Marketing, Operations) to understand upcoming changes to products, promotions, or services, and to translate these changes into clear and actionable training materials or knowledge base entries, keeping front-line staff informed and prepared.
• Track and analyse key performance indicators (KPIs) related to training effectiveness, such as call quality scores, customer satisfaction (CSAT), first-call resolution, and agent performance improvements post-training, while preparing and presenting periodic reports to the Call Centre Manager and other leadership on training trends, training outcomes, and improvement recommendations.
• Stay informed of industry best practices, emerging training methodologies, and quality management tools, and to proactively introduce new training techniques (e.g., gamification, role-playing, e-learning platforms) to keep learning engaging and effective.
• Ensure that training programmes incorporate relevant regulations (e.g., data protection, aviation laws, consumer rights) to mitigate legal risks, while auditing call centre interactions to verify compliance with all internal and external policies.
• Work closely with the Call Centre Manager to align on team performance goals and improvement areas, and to coordinate with the Customer Service Manager and Customer Communications Specialist to ensure consistent communication standards across all channels, while collaborating with IT/Customer Operations Systems for system updates or technical training needs.
• Be part of the customer emergency response team, ensuring readiness to handle urgent and high-priority customer incidents efficiently and in compliance with crisis management protocols.
• Perform any other responsibility or function that is assigned inherent to the job.

Main Relationships

• Call Centre Manager: The primary reporting and coordination contact, ensuring alignment on operational goals, agent performance metrics, and overall quality standards.
• Customer Service Manager: Works closely to align training strategies with broader customer service initiatives, including escalation protocols and service improvement plans.
• Customer Operations Systems Manager: Collaborates on updating training materials and knowledge base content whenever new systems, processes, or service features are introduced.
• B2B Specialist, B2C Specialist, Loyalty Specialist: Provides role-specific and product-specific updates to be incorporated into training programmes.
• Customer Communications Specialist: Ensures that tone of voice and messaging remain consistent across all customer interactions.
• Vendors / Outsourced Contact Centres (if applicable): Works with external partners to synchronise training materials, align quality assurance procedures, and maintain service consistency across internal and outsourced operations.
• Industry or Regulatory Bodies: Engages with relevant authorities to stay updated on compliance requirements, industry best practices, and regulatory changes.

Education
Bachelor's degree in Education, Communications, Business, or a related field.

Experience
+2 years experience in a call centre or customer service environment, including quality monitoring, feedback loops, escalations, and training programme development.

Languages
English / Spanish – C1

Italian or French proficiency

Location
Viladecans, Barcelona

Level
Individual Contributor 5

Our Benefits
Every single person who works with us is unique. And we want your experience of working at Vueling to be just as unique. Our employee benefits include staff travel, discounts, flexible working model and much more Want to learn more? click here

We have won the award for the "
Best Low-Cost Airline in Europe 2021
" at the Skytrax World Airline Awards, the world's largest annual airline passenger satisfaction survey. We will continue to work hard to always offer the best customer experience