Customer Experience Quality Specialist

Experis Portugal; Lisboa; On-site; EUR 28,000 - 42,000; Full time

Job summary

Experis Portugal seeks a Quality Management Specialist – Customer Experience for Volkswagen Financial Services to enhance customer satisfaction and service quality. You will drive continuous improvement across processes and manage customer complaints with proactive communication.

You will collaborate with cross-functional teams, monitor KPIs, and prepare analyses and dashboards to support decision-making and service enhancements.

Qualifications

• Proven experience in customer complaint management.
• Strong verbal and written communication skills.
• Customer-centric mindset focused on experience.
• Analytical, critical-thinking and problem-solving abilities.
• Knowledge of Excel and PowerPoint.

Responsibilities

• Manage customer complaints across the full lifecycle, ensuring analysis and timely resolution.
• Communicate with customers via phone, email, and written correspondence.
• Monitor quality of operations and internal processes.
• Identify root causes, trends, deviations, and improvement opportunities.
• Define and track corrective and preventive actions with stakeholders.
• Prepare analyses, reports, dashboards, and presentations for decision-making.
• Monitor KPIs related to quality, complaints, satisfaction, and efficiency.
• Contribute to continuous improvement initiatives and transformation projects.
• Collaborate with cross-functional teams to enhance customer experience.

Skills

Complaint management

Analytical thinking

Problem solving

Communication skills

Excel

PowerPoint

English proficiency

Stakeholder collaboration

Education

Bachelor's degree in Law, Quality Management, Management, Economics, or related field

Tools

Power BI

Salesforce Service Cloud

Auditing

Compliance

Internal controls

Job description

Experis Portugal seeks a Quality Management Specialist – Customer Experience for Volkswagen Financial Services to enhance customer satisfaction and service quality. You will drive continuous improvement across processes and manage customer complaints with proactive communication.

You will collaborate with cross-functional teams, monitor KPIs, and prepare analyses and dashboards to support decision-making and service enhancements.