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.
Your main missions will be
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 integral 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.
Your profile
Bachelor's degree in Business, Quality Management, Customer Experience, or related field.
4–10 years of experience in quality monitoring, customer experience, or process improvement.
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).
Knowledge of the insurance or travel assistance sector is a plus.
What we offer
Immediate incorporation into an international working environment.
Full time, split shift (Monday - Thursday) and intensive shift (Friday). Flexibility in start time.
Permanent contract.
Hybrid work model (initially there will be a 100% on-site period for training and adaptation to the position).
Competitive salary + Meal Vouchers.
Well communicated workplace:
Plaza Castilla metro station.
Discount Club for you and your family members.
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 empleados/as es ser la empresa de cuidados más fiable del mundo.
En España operamos desde 1977, siendo pioneros en asistencia en viaje.
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.
Como empresa y compañía empleadora responsable, aplicamos el principio de igualdad de oportunidades en todos nuestros procesos de selección, valorando únicamente las competencias personales y profesionales.
Fomentamos la diversidad, el desarrollo profesional, el bienestar personal y un entorno de trabajo inclusivo y accesible.
You live, we CARE.