Training & Quality Specialist – Data-Driven Coach

Concentrix; Bellprat; On-site; EUR 22,000 - 27,000; Full time

Benefits offered by this job

Bring-a-friend bonus

Career development programs and 1984

Central location in Barcelona

Job summary

Concentrix in Barcelona is seeking a Trainer & Quality Specialist to support a customer service team in the travel industry. You will monitor quality, provide structured feedback, and ensure consistency across human and AI-driven assessments.

You will train and coach teammates through onboarding sessions, address skill gaps, and analyze performance and customer feedback using Excel, DOMO, and Power BI to drive improvements.

Qualifications

• Minimum 2 years in quality, training, coaching, or a similar role.
• Fluent in English and Catalan/Galician/Basque (written and spoken).
• Strong ability to interpret data and translate insights into action.

Responsibilities

• Monitor and improve quality through evaluations and calibrations, providing structured feedback.
• Train and coach team members through onboarding sessions, refresher training, and targeted coaching.
• Analyze performance and customer feedback by reviewing quality results, KPIs, and complaints.
• Prepare reports using Excel, DOMO, and Power BI to support decision-making and improvements.

Skills

Analytical skills

Coaching

Stakeholder management

Tools

Power BI

DOMO

Excel

CRM tools

Job description

Concentrix in Barcelona is seeking a Trainer & Quality Specialist to support a customer service team in the travel industry. You will monitor quality, provide structured feedback, and ensure consistency across human and AI-driven assessments.

You will train and coach teammates through onboarding sessions, address skill gaps, and analyze performance and customer feedback using Excel, DOMO, and Power BI to drive improvements.