Quality and Customer Experience Advisor

RevOps Careers; Madrid; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Food and telecommuting compensation

Exclusive Allianz product discounts

Share purchase opportunities atPrefer.

Continuous training and professional开发

Access to innovative digital tools, e.

Wellbeing programs

Free fruit and snacks

Opportunity to work abroad up to 25 d

Job summary

BBVA Allianz is seeking a results-driven professional to lead quality and customer experience initiatives in Madrid. You will work with data to drive business improvements, monitor KPIs, and coordinate cross-functional action plans to enhance customer satisfaction.

Ideal candidates are customer-oriented, with strong analytical, communication, and collaboration skills, plus a proactive mindset and adaptability to changes in a dynamic financial services environment.

Qualifications

• University degree and a customer-oriented profile with analytical capabilities.
• Ability to monitor KPIs, analyze learnings and coordinate improvements.
• Experience or knowledge in Quality, Customer Experience or complaint management and data reporting.

Responsibilities

• Manage quality and customer experience initiatives.
• Monitor KPIs and prepare performance reports.
• Coordinate action plans and track their execution.
• Analyze learnings to identify process improvements.

Skills

Customer orientation

Analytical skills

Communication skills

Collaboration skills

Organizational skills

Planning skills

Proactive attitude

Adaptability

Data analysis & reporting tools

KPI monitoring

English (intermediate)

Education

University degree or Higher Degree in Business Administration, Marketing, Economics, Statistics, Psychology, or related fields

Tools

Data analysis tools

Job description

Role Overview

Join the Quality and Customer Experience team at BBVA Allianz to improve customer experience and work with data to drive business improvements. Collaborate with different areas of the organization, monitor KPIs, and contribute to continuous improvement.

What You Will Do

Manage quality and customer experience, monitor KPIs, prepare reports, coordinate action plans, and analyze learnings to identify improvements.

Why It Might Be a Fit

We're looking for a customer-oriented person with analytical skills and coordination skills to join our team. Essential requirements include a university degree, customer-oriented profile, analytical skills, and good communication and collaboration skills.

Requirements

• University degree or Higher Degree in Business Administration, Marketing, Economics, Statistics, Psychology, or related fields
• Customer-oriented profile and continuous improvement
• Analytical skills to work with data, indicators, and results
• Organizational and planning skills
• Ability to follow up on actions and coordinate multiple activities simultaneously
• Problem-solving orientation and search for solutions
• Good communication and collaboration skills with different teams
• Proactive attitude, flexibility, and adaptability
• Experience or knowledge in Quality, Customer Experience, Customer Voice, or complaint and incident management
• Knowledge of data analysis and reporting tools
• Experience in monitoring KPIs and defining improvement plans
• Knowledge of the insurance sector or financial services
• Intermediate level of English

Benefits

• Hybrid work model and flexible schedule
• Food and telecommuting compensation
• Exclusive discounts on Allianz products for employees and family members
• Opportunity to invest in Allianz shares at preferential conditions
• Access to continuous training and professional development programs
• Access to innovative digital tools, including internal ChatGPT
• Wellhub for promoting well-being and physical activity
• Free fruit and snacks in the office
• Opportunity to work abroad for up to 25 days a year

Tagged as: Data Analysis