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.
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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 global 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 12.000 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. xohynlm
You live, we CARE.