Hybrid Senior Spanish Support & Quality Leader

Arche Consulting Sp. z o.o.; Kraków; Hybrid; PLN 110,000 - 170,000; Full time

Job description

We are looking for a Senior Customer Support & Quality Advisor to join our client’s international team. The role combines customer support for Spanish-speaking clients with quality monitoring, performance analysis, and process improvement. This is a hybrid opportunity offering a chance to develop your expertise in customer experience and quality management.

Responsibilities:

Provide customer support to Spanish-speaking clients via phone, email and chat.

Handle and resolve complex customer cases, cooperating with internal teams when needed.

Monitor customer interactions and assess service quality against defined standards.

Identify quality gaps and provide constructive feedback to improve performance.

Analyze complaints and service trends, identify root causes and suggest improvements.

Maintain accurate documentation and ensure compliance with internal procedures.

Support initiatives aimed at improving customer experience and operational efficiency.

Requirements:

C1 Spanish and good English, both written and spoken.

Minimum 2 years of experience in Customer Support, Customer Service, Contact Center, QA or a similar role.

Experience in quality monitoring, QAM, auditing or process improvement is an advantage.

Strong communication, analytical and problem-solving skills.

Customer-focused approach and ability to manage complex cases independently.

Good organizational skills and proficiency in MS Office.

Private medical care with Medicover and preferential access to additional packages.

Life insurance and 40+ benefits through the NAIS platform.

Access to 70+ training and certification paths.

Free access to Education First, TED Talks and Udemy Business.

Home office package including laptop, monitor and chair.

Modern office environment and opportunities for professional development.