Senior Training & Quality Specialist (Spanish & English -speaking) On-site BC01

Job description

Job Title: Senior Training & Quality Specialist (Spanish & English -speaking) On-site BC01 Job Description Experience the power of a game-changing career Want to be part of an innovative and growing team? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. If you’re looking to grow and be inspired, as a Senior Training & Quality Specialist in Barcelona (On-site), you will be part of our team of game-changers who are powering the brands of the future through exceptional customer experience and operational excellence. Career growth and personal development This is a great opportunity to experience the power of what’s next and develop “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. What you will do in this role In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet. As a Senior Training & Quality Specialist on our team, you will: - Deliver onboarding and continuous training sessions for new and existing team members - Monitor and evaluate team quality performance, ensuring correct call handling and case management - Provide regular coaching and constructive feedback to advisors to improve performance and engagement - Identify training needs and create development plans to enhance technical knowledge and communication skills - Motivate and support team members to achieve and exceed performance targets - Participate in regular operational meetings, providing insights on quality trends and performance - Organize and facilitate internal and external calibration sessions - Analyze customer complaints and provide effective resolutions - Maintain regular communication with the client regarding quality standards and specific cases - Ensure service levels and quality objectives are consistently achieved - Review, update, and maintain operational procedures and documentation - Develop and implement strategies to improve quality results and operational efficiency - Collaborate closely with management and key stakeholders to drive continuous improvement initiatives - Support performance management activities, including appraisals, objective setting, coaching, and development Concentrix is a great match if you: - Are proficient in both Spanish and English, written and spoken - Have previous experience in a quality, training, coaching, or team leadership role - Have strong communication and presentation skills - Are an advanced user of Microsoft Office applications and CRM tools - Have a solid understanding of customer service operations and quality processes - Possess strong analytical and problem-solving skills - Have excellent coaching and mentoring abilities - Are proactive, organized, and detail-oriented - Demonstrate empathy and strong interpersonal skills - Thrive in a collaborative team environment It would be a plus if you: - Speak a third European language - Have experience reviewing and updating operational procedures - Have strong team-building and motivational skills Don’t meet every requirement? No worries. We’re dedicated to creating a diverse, inclusive, and authentic workplace for everyone. If you feel you don’t check every box, we still encourage you to apply. We’ll do our best to match you with the right job, whether it’s this one or another role. What’s in it for you - 39h per week permanent contract: Monday to Friday schedule from 09:00 to 18:00 - Salary: 21.376 euros gross/year + up to 1,882.92 euros gross/year + Private medical insurance - 100% office-based role in Barcelona - Full paid training on the company and project -Career development programs and specialized training opportunities - A diverse, collaborative, and supportive work environment Experience the best version of you! At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive. If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why hundreds of thousands of game-changers around the globe call Concentrix their “employer of choice.” Concentrix is an equal opportunity employer We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws. R1744427 Location: ESP Barcelona - C/ de la Selva de Mar, 129 Language Requirements: English, Spanish (Required) Time Type: Full time