Senior Training & Quality Specialist (Barcelona, On‑site)

Obtenga más información sobre las tareas generales relacionadas con esta ocasión a continuación, así como sobre las habilidades requeridas.
What you will do

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- 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

Qualifications

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- Proficient in Spanish and English (written and spoken)

- Experience in a quality, training, coaching, or team leadership role

- Strong communication and presentation skills

- Advanced user of Microsoft Office and CRM tools

- Solid understanding of customer service operations and quality processes

- Strong analytical and problem‑solving skills

- Excellent coaching and mentoring abilities

- Proactive, organized, and detail‑oriented

- Demonstrated empathy and strong xcskxlj interpersonal skills

- Thrives in a collaborative team environment

Preferred qualifications

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- Knowledge of a third European language

- Experience reviewing and updating operational procedures

- Strong team‑building and motivational skills

Benefits

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- 39 hours per week permanent contract (Monday to Friday, 09:00‑18:00)

- 100% office‑based role in Barcelona

- Full paid training on the company and project

- Career development programs and specialized training opportunities

- Collaborative and supportive work environment

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📌 Senior Training & Quality Specialist (Spanish & English -speaking) On-site (Barcelona)
🏢 Concentrix
📍 Barcelona