Customer Experience and Quality Manager
13 days ago
Madrid
🆕We are looking for a Customer Experience and Quality Manager in our Madrid office! You will join the Quality & Customer experience service in Madrid reporting to the Head of Quality and Process Control. 📌Your main missions will be • Lead the development of programs, systems and initiatives related to customer experience improvement and quality monitoring & control., • Provide support to operational teams in implementing the CX philosophy and ensuring compliance with global standards., • Ensure continuous monitoring and improvement of service quality and customer experience across the platform., • Drive implementation and ensure compliance with global quality standards and CX philosophy., • Coordinate with internal teams and global stakeholders to guarantee effective execution of quality programs and initiatives., • Promote a culture of customer-centricity and quality excellence within the organization., • Annual Quality Plan Execution: Design, implement, and monitor initiatives for continuous improvement for Front and Back office – typically together with the operational teams who are also responsible for quality and Customer Experience KPis. ✔️ Your profile • Bachelor’s degree in Business, Quality Management, Customer Experience, or related field., • 4–10 years of experience in quality monitoring, customer experience, or process improvement., • Solid understanding of NPS methodology and customer feedback management tools., • Ability to analyze data and translate insights into actionable plans., • Good level of English language (oral and written)., • Knowledge of the insurance or travel assistance sector is a plus. 🏆 What we offer • Immediate incorporation into an international working environment., • Full time, split shift (Monday - Thursday) and intensive shift (Friday). Flexibility in start time., • Permanent contract., • Hybrid work model (initially there will be a 100% on-site period for training and adaptation to the position)., • Competitive salary + Meal Vouchers., • Well communicated workplace: Plaza Castilla metro station., • Discount Club for you and your family members. Europ Assistance es una empresa consolidada, parte del Grupo Generali, dedicada a cuidar de las personas desde 1963. Ofrecemos asistencia en más de 200 países a través de una amplia red de empresas proveedoras y centros de asistencia. Nuestra misión es acompañar a personas y empresas del estrés a la tranquilidad, en cualquier momento y lugar. La visión de nuestros/as 12.000 empleados/as es ser la empresa de cuidados más fiable del mundo. En España operamos desde 1977, siendo pioneros en asistencia en viaje. Hoy, ofrecemos soluciones en una amplia gama de servicios: seguros de viaje y asistencia médica, asistencia en carretera y movilidad, hogar y estilo de vida, salud, cuidado de personas mayores y servicios personalizados. Como empresa y compañía empleadora responsable, aplicamos el principio de igualdad de oportunidades en todos nuestros procesos de selección, valorando únicamente las competencias personales y profesionales. Fomentamos la diversidad, el desarrollo profesional, el bienestar personal y un entorno de trabajo inclusivo y accesible. You live, we CARE.
Waiters
Sales & Marketing
Chef & Cook
Retail
Salon & Beauty
Construction & Trades
Fast Food
Accounting & Finance
Animal Care
Art, Media, Design
Bar Staff
Barista
Child Care
Cleaning
Customer Service
Driver & Delivery
Education
Engineering
Entertainment
Events & Promotion
Fashion
Healthcare
Host & Hostess
Information Technology
Kitchen Porter
Legal
Management
Manufacturing
Office & Admin
Online Jobs
Science
Security
Sports & Wellness
Warehouse
Writing & Editing
Other
