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

What you will do

- 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

- 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 interpersonal skills
- Thrives in a collaborative team environment

Preferred qualifications

- Knowledge of a third European language
- Experience reviewing and updating operational procedures
- Strong team‑building and motivational skills

Benefits

- 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

#J-18808-Ljbffr

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