Our clients continued objective is to deliver the most impactful Customer Experience through our highly educated and energetic talents with the goal to increase customer happiness.
You are a star in troubleshooting and work with a solution-oriented mindset.
With your outstanding communication skills and enthusiasm, you are the person to inspire customers.
You act as a true team player and work towards that one goal: to provide excellent customer experiences to our customers and give them a wow feeling!
about the brand.
A financial tech brand pioneering in online money transfers. The aim of this brand is to make international money transfers cheap, fair and simple. They have partnered with banks and companies such as Monzo, Bolt and GoCardless, to offer their customers better international banking. Today, their multi-currency account helps millions of people and companies manage their money worldwide.
about the role
The purpose of this role is to maintain a high and consistent level of quality across agents, specialists, vendors and product, based on agreed processes, frequency and methodology. The role requires being responsible for checking and improving Customer Support operations quality and efficiency through reviews, feedback and improvements of the processes.
Your mission is to execute the quality assurance strategy and framework. By analyzing quality results, you will support the team to improve quality of service, efficiency, effectiveness and knowledge. As a Quality Specialist, you will not only promote quality but you will also be cooperating with internal Customer Support & outsourcing teams, as well as the various support functions such as Training, KM, CI and more.
about the tasks
Conduct regular quality checks on Customer Support agents, vendors and products, to assure work quality
Accompany quality assessments with meaningful and constructive feedback, while helping agents, vendors and product to improve their quality performance with specific instructions
Maintain comprehensive knowledge of Customer Support processes and procedures
Follow and adhere internal and external SLAs and KPIs, individually and within the team level
Help the team accomplish its objectives by bringing a systematic, disciplined approach to evaluation and improvements of Customer Support teams, vendors and product
Engage to continuous knowledge development regarding sector’s rules, regulations, best practices, tools, techniques and performance standards
Report Customer Support team’s, Vendors’ and product performance to relevant stakeholders
Contribute to the team culture in a positive manner
Effectively working through Quality reporting tasks maintaining speed, quality and consistency of report management
Act as an objective source of independent advice to ensure quality, legality and goal achievement in Customer Support processes, vendors and product
Minimum of 1-2 years of experience in Support Quality
You are a great communicator with impeccable verbal and written English skill (Portuguese speaking skills are a huge plus)
You are used to working internationally, cross-team, and/or cross-geo
You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization
You are analytical and comfortable working with data, noticing patterns,
trends and things of note and you can draw meaningful conclusions from them.
You are keen on solving problems, making decisions and providing recommendations to your leads, colleagues and other stakeholders of your job through data analytics
You are able to detect and solve problematic cases and/or processes, and escalate them as needed
You have experience in a customer support or Quality Assurance background
You are punctual, well organized and able to divide their time between specific activities in order to get things done
You are autonomous, able to work independently and take decisions in main problem solving cases
You are reliable, adaptable and display commitment to the team’s goals
You are tech savvy and have a good command of Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides), Office suite (Word, Excel) and Confluence
You are customer-focused. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind
about our client
The career adventure of your lifetime in sunny Valencia, Spain
The chance to work within a scale-up environment and high performance culture
Collaborate with the most well-known and fastest growing brands in Europe
Be part of an incredible, international community of like-minded and motivated professionals
The opportunity to grow and develop yourself both personally and professionally
Relocation and administrational support when moving to Spain
Delicious and healthy breakfast and lunch being served
A full benefit program which includes Spanish classes, boot camps, mindfulness, the coolest team building activities and more!
Multilingual Jobs Worldwide
We are a leading multilingual recruitment specialist agency, with businesses from all over the world, connecting talent from Germany, France, Netherlands, Belgium, Italy, Spain, and more.
Multilingual Jobs Worldwide is a leading language recruitment agency in Europe, matching the most exciting jobs with multilingual talent. We have offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.
Multilingual Jobs Worldwide is a leading multilingual recruitment specialist agency matching European-speaking talent with the most exciting jobs all over the world. Over the past 4 years, we have recruited and helped over 2000 multilingual speakers in their native language to land their dream job with our partners in over 28 different countries.
Want to work abroad? Get in touch!