Customer Care Brand Expert & Quality Analyst with Spanish and Portuguese

The successful candidate will be Ambassador of our client’s brand for the customers, on the Contact Centre.

You will be responsible for updating, managing and promoting knowledge base tool internally.

Established within the Call Center, you will be in interaction with counselors to ensure a better quality of processes in the customers / prospects request.

Your mission will be to make life easier for customers / prospects in all their efforts to ensure a level of satisfaction in relation to the expected demands on our client’s brand, and thus make the customer experience memorable.

Specific Responsibilities:
· Update, manage and promotion of knowledge base (FAQs, processes, etc…)
· Recommendation, creation, translation and documents posting
· Report and analysis to fill gaps in the knowledge base
· Collaboration with the training and quality teams to identify needs
· Assistance and support for internal teams
· Ensure good quality of service and achievement of objectives
· Evaluate, according business rules, recordings and cases created by agents.
· Uses quality monitoring data management system to compile and track performance at team and individual level.
· Prepares and analyses internal and external quality reports for management staff review

Dimensions and Organizational Relationships:
The role will be based in Madrid, Spain and you will be reporting to the Quality-Training-knowledge Base Manager (on site) and Global Knowledge Base Manager.

In return for your commitment you will be rewarded with a competitive salary plus bonus and a benefits package.

Work location: Madrid, Spain