Customer Experience & Quality Manager
2 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. #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. Bachelor's degree in Business, Quality Management, Customer Experience, or related field. 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).~ Immediate incorporation into an international working environment.Full time, split shift (Monday Antes de solicitar este puesto, por favor, lea la siguiente información sobre esta oportunidad que encontrará a continuación. • Thursday) and intensive shift (Friday). Permanent contract.Hybrid work model (initially there will be a 100% on-site period for training and adaptation to the position).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.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. xcskxlj Fomentamos la diversidad, el desarrollo profesional, el bienestar personal y un entorno de trabajo inclusivo y accesible.