Descripción de la oferta
Job Title: CX Prevention LeadJoin 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 PartnersPreferred 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!
