Senior Customer Support & Quality Advisor (with Spanish)

Technologies we use

About the project

Your responsibilities

• Provide professional customer support via phone, email, chat, and other communication channels in Spanish, ensuring timely, accurate, and customer-focused resolution of inquiries and issues.
• Take ownership of customer cases, troubleshoot complex issues, collaborate with internal stakeholders, and ensure effective follow-up to deliver a positive customer experience.
• Conduct quality monitoring activities, including reviewing recorded customer interactions, evaluating performance against established quality standards, identifying coaching opportunities, and providing constructive feedback to improve service delivery.
• Analyze customer complaints, quality results, and service trends, perform root cause analysis, and recommend corrective actions and process improvements to enhance customer satisfaction and operational performance.
• Maintain accurate customer and quality documentation, support audit and compliance requirements, contribute to knowledge base updates, and ensure adherence to established procedures and service standards.

Our requirements

• C1 proficiency in Spanish and a good command of English, both written and spoken.
• Minimum 2 years of experience in customer support, customer service, contact center operations, quality assurance, or a related environment.
• Strong communication, customer service, stakeholder management, and relationship-building skills.
• Experience in quality monitoring, audit activities, process improvement, or service excellence initiatives would be an advantage.
• Excellent problem-solving, analytical, and decision-making abilities.
• Good technical aptitude, including proficiency in MS Office tools.

What we offer

• Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports card.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Architects, Google) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Benefits