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Client:
Vueling
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Job Category:
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Yes
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Job Reference:
454604664742294323232460
Job Views:
1
Posted:
23.07.2025
Expiry Date:
06.09.2025
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Job Description:
At Vueling, we love things to happen. We always try to go one step further and do it better. More than a job - it's a way of life. That's why we work together as a team made up of talented and passionate people, collaborating, supporting, and complementing each other.
We are one of Europe’s leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.
Job Purpose
Guarantee the quality standards of the company, monitoring through audits, developing training material that allows evaluating knowledge and always improving the quality of the service.
Main Accountabilities
* Monitor through audits of supplier calls to evaluate the quality of Customer Service.
* Conduct initial and ongoing training for suppliers on new products or initiatives, and internal training for Vueling’s Customer Service team.
* Ensure compliance with quality standards.
* Perform mystery calls to suppliers to verify process internalization.
* Maintain updated corporate tools to ensure service quality.
* Develop training materials for team training.
* Prepare monthly knowledge assessments for suppliers and internal teams.
* Plan and coordinate necessary training sessions.
* Generate periodic reports on service quality.
* Manage and collaborate with external suppliers and internal departments.
Main Relationships
Communication primarily with the Training and Quality department and external providers. Also, with Customer Care Outsourcing, Data in Customer Care, Commercial departments, and other internal areas as needed.
Education
University studies in Educational sciences, Psychology, or Pedagogy preferred.
Experience
* Minimum 3 years in similar roles within the Contact Center sector.
* Advanced proficiency in Microsoft Office.
* Valuable knowledge of CRM Salesforce, Navitaire, Aims.
Competencies
* Ability to prioritize tasks and manage multiple projects.
* Strong interpersonal and collaboration skills.
* Excellent analytical and presentation skills, capable of proposing viable solutions.
* Experience in fast-paced, results-oriented environments, with effective communication skills.
* Proactive, adaptable, and able to work under pressure.
* Willingness to travel and flexible shift work.
* Ability to analyze and coordinate Call Center quality needs and define action plans.
* Decisiveness and organizational skills.
Languages
English: C1, Spanish: C1
Other
Availability to travel.
Location
Barcelona
Level
Individual Contributor 6
Our Benefits
We offer unique experiences, including staff travel, discounts, flexible working models, and more. Learn more by clicking here. We are proud winners of the “Best Low-Cost Airline in Europe 2021” at the Skytrax World Airline Awards, committed to providing the best customer experience.
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