Responsibilities

Establish an overseas customer service training system for the company’s outsourced European 800 Call Center, balancing domestic standards with overseas localization. Develop specialized courses on vehicle models, brand highlights, and scenario-based services aligned with the company’s new car launch schedule and European user needs.

Plan the full‑cycle training for outsourced agency personnel, including teaching methods, empowerment, and training outcome acceptance, continuously improving the team’s service professionalism.

Build and iterate an overseas customer service FAQ knowledge base and standardized response script system from the customer’s perspective.

Establish European call center quality inspection standards and an SLA compliance system. Implement weekly or biweekly routine quality inspections, standardize agent service processes, response scripts, and timeliness standards through audio spot checks and case verification to ensure business compliance.

Maintain a team quality inspection pass rate of greater than or equal to 95%, produce rectification and review plans, and form a closed loop of training, inspection, rectification,



and iteration.

Oversee on‑site operations, coordinate cross‑cultural team collaboration, and facilitate internal and external communication.

Generate training, quality inspection, and service quality review reports regularly to support continuous optimization and iteration of the overseas customer service system.

Job Requirements

Five or more years of experience in call center training, quality inspection, and operation management. Preference for those with automotive industry backgrounds, partnership experience, or practical experience building training, quality inspection systems, and language knowledge bases from scratch.

Fluent in English and capable of business communication. Knowledge of Spanish or Hungarian is preferred.

Familiar with the overseas working model of Chinese enterprises and strong communication skills.

Based in Barcelona, Spain. There is a possibility of switching bases to Hungary in March 2027, or possibly continuing in Spain. Arrangements will be made according to specific business needs.

📌 Customer Service Training and QC Quality Inspection Manager - Spain(A*) (Madrid)
🏢 XPENG
📍 Madrid