Customer Service Quality Specialist Madrid, Madrid Apply Requisition Number R0019415
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Monitor daily interactions between Operations Department agents and StubHub customers.
Designing the study sample used in the Quality Control process.
Configure the Quality Control tool (meters, variables monitored, specific weight,, etc.)
Prepare of the quality of service provided by the Operations Department agents.
Prepare specific reports by thematic areas.
Hold regular meetings with the Training Team with the aim to highlight the elements of improvement that can be addressed through training plans.
Support the CS Quality Manager in establishing processes for improvement in the Quality Control procedures.
Assist in the implementation process of the objectives in the area and monitor their compliance.
Bachelor's degree in business, communications, or related field or equivalent combination of education and experience
Working knowledge of computers and Microsoft Office Suite
Quality Control methods background.
+3 years of experience in customer service mandatory.
+2 years of Quality Control Process experience mandatory.
Excellent English and Spanish level.
Excellent level in another language at least.
Strong analytical abilities.
Overview of analytical validation and re-validation
Overview of monitoring data.
Ability to implement changes, updates and improvements in analytical methods.
Good knowledge of over the phone/email/chat customer service.
Initiative and problem solving skills.
Attention to detail
Apermanent contract where you can develop a professional career within one of the most important international companies in the industry, with presence in more than 40 countries.
Good working environment, young and international. The team is made up of 350 workers from more than 30 nationalities.
English and other language courses.
Extensive and continuous training in matters related to the job to facilitate your professional development.
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