Partner Support Quality, Training & Reporting Specialist

FeverUp; Madrid; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A dynamic support solutions company in Madrid is seeking a Partner Support Quality Training & Reporting Specialist. You will oversee the quality standards and training for representatives, ensuring outstanding service to partners. The ideal candidate has substantial experience in B2B support, advanced proficiency in Zendesk, and strong coaching skills. This position offers a full-time contract with opportunities for professional growth.

Formación

• 3 years of experience in B2B support or contact center operations in a supervisory QA or training-focused role.
• Proven track record of achieving SLA, CSAT, and QA targets using data for performance improvements.
• Strong coaching and mentoring skills with experience conducting performance reviews.

Responsabilidades

• Design and deliver onboarding programs for new representatives.
• Lead continuous training initiatives to maintain team knowledge levels.
• Develop and maintain a structured Quality Assurance framework.

Conocimientos

Quality Assurance

Data Collection

Root cause Analysis

Quality Management

Food Safety Experience

Mobile Devices

FDA Regulations

ISO 9001

OSHA

Food Processing

Herramientas

Zendesk

Descripción del empleo

As a Partner Support Quality Training & Reporting Specialist you will be responsible for driving excellence in our Partner Support area. You will set and enforce quality standards design and deliver training programs and ensure our representatives consistently provide outstanding service to our partners. You will also manage reporting across performance areas from agent-level metrics to partner-facing service reports providing actionable insights for leadership. This role bridges quality assurance enablement and analytics to help us scale effectively while maintaining world-class service.

• Designing and delivering onboarding programs for new representatives to ensure alignment with workflows tools and service standards.
• Leading continuous training initiatives to maintain consistent knowledge levels across the team.
• Developing and maintaining a structured Quality Assurance framework including scorecards ticket reviews and evaluation rubrics.
• Monitoring interactions with Partners to assess compliance with quality standards.
• Conducting coaching sessions performance reviews and skill assessments to support professional growth and service quality.
• Acting as the Zendesk subject-matter expert ensuring optimal setup workflow efficiency and adoption of best practices.
• Generating comprehensive reporting across support operations including Agent performance and Service reports for partners and leadership.
• Partnering with supervisors and managers to translate reporting insights into process improvements.
• Staying updated on industry trends support tools and methodologies (e.g. Knowledge-Centered Service) to continuously improve standards.

About You

• 3 years of experience in B2B support or contact center operations in a supervisory QA or training-focused role.
• Proven track record of achieving SLA CSAT and QA targets and ability to leverage data for performance improvements.
• Strong coaching and mentoring skills with experience conducting 1 : 1s running performance reviews and supporting agent development.
• Advanced proficiency with Zendesk including analytics dashboards and workflow optimizations.
• Analytical structured and solutions-oriented; comfortable creating reports and turning insights into actionable recommendations.
• Excellent written and verbal communication skills : clear concise and empathetic when handling escalations and feedback.
• Experience with Knowledge-Centered Service (KCS) or other knowledge management frameworks is a strong plus.
• Multilingual skills are a plus (depending on region).

Required Experience

IC

Key Skills

• Quality Assurance
• FDA Regulations
• Data Collection
• Food Safety Experience
• ISO 9001
• Mobile Devices
• Root cause Analysis
• Quality Systems
• OSHA
• Food Processing
• Quality Management
• cGMP

Employment Type

Full Time

Experience

years

Vacancy

1