Descripción de la oferta
Job Title: CX Prevention Lead
Join our CX team in Barcelona (Hybrid).
What you will do
- Reducing manual and technical errors through proactive measures, ensuring compliance with legal and business requirements, and mitigating provider losses.
- Performing audits across all categories to ensure continued compliance.
- Conducting daily reviews with our CX Partners to address knowledge gaps.
- Leading calibration sessions to ensure compliance with categorization standards.
- Maintaining and updating internal documentation and local work instructions to prevent manual errors.
- Tracking technical issues with financial impact and engaging stakeholders for timely resolution.
- Providing expert recommendations for process improvements across all business areas.
- Identifying opportunities for automation to enhance performance and customer satisfaction.
- Optimizing customer service workflows, journeys, and escalation processes to reduce effort.
- Participating in business reviews, tracking action points, and ensuring timely follow‑ups.
What you need to succeed
- Proficiency with CRM software and data analysis tools.
- Fluent in English (knowledge of additional languages is a plus).
- Self‑motivated with a proactive, can‑do attitude.
- Strong ability to collaborate in cross‑functional teams.
- Excellent numerical, analytical, and presentation skills.
- Team‑oriented with a focus on collaboration.
- Results‑focused with a drive to achieve goals.
- Availability to travel and provide on‑site support to CX Partners
Preferred Qualifications
- Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini, or other AI‑powered assistants.
- Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI‑driven solutions into workflows.
- AI‑Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity.
- Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities.
What’s in it for you
- A rewarding Compensation package!
