Quality Management Specialist – Customer Experience

Experis Portugal; Lisboa; Sur place; EUR 28 000 - 42 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Complaint management

Analytical thinking

Problem solving

Communication skills

Excel

PowerPoint

English proficiency

Stakeholder collaboration

Formation

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

Outils

Power BI

Salesforce Service Cloud

Auditing

Compliance

Internal controls

Description du poste

Experis is recruiting a Quality Management Specialist – Customer Experience for Volkswagen Financial Services, a leading provider of automotive financial services and mobility solutions.

In this role, you will play a key part in enhancing customer satisfaction, ensuring service quality, and driving continuous improvement across operational processes. You will be responsible for managing customer complaints, analysing potential issues, identifying root causes, and collaborating with different teams to implement effective solutions.

We are looking for a customer-oriented and analytical professional who combines strong communication skills with a proactive approach to problem-solving and service improvement.

Key Responsibilities

• Manage customer complaints throughout the entire process, ensuring thorough analysis, clear communication, appropriate follow-up, and timely resolution.
• Communicate directly with customers through various channels, including phone, email, digital platforms, and formal written correspondence.
• Monitor and assess the quality of operations, services, and internal processes.
• Identify root causes, trends, deviations, and opportunities for improvement.
• Define and monitor corrective and preventive actions in collaboration with relevant stakeholders.
• Prepare analyses, reports, dashboards, and presentations to support decision-making.
• Monitor key performance indicators (KPIs) related to quality, complaints, customer satisfaction, and operational efficiency.
• Contribute to continuous improvement initiatives and operational transformation projects.
• Collaborate with cross-functional teams to enhance customer experience and service quality.

What We Are Looking For

• Proven experience in customer complaint management is essential.
• Strong verbal and written communication skills.
• A customer-centric mindset and a strong focus on customer experience.
• Confidence and professionalism when handling customer interactions, including sensitive or complex situations.
• Strong analytical, critical-thinking, and problem-solving skills.
• Advanced knowledge of Microsoft Excel and Microsoft PowerPoint.
• Good command of English, both written and spoken.
• Strong organisational skills, autonomy, proactivity, and the ability to work effectively with different stakeholders.

Qualifications and Experience

• A degree in Law, Quality Management, Management, Economics, or a related field is valued but not mandatory.
• Previous experience in Quality Management, Customer Experience, Operations, or Continuous Improvement is an advantage.
• Experience in the leasing, operational leasing, car rental, or mobility sectors is highly valued.
• Experience in the financial services sector is also considered an advantage.
• Knowledge of Power BI, Salesforce Service Cloud, auditing, compliance, or internal controls is a plus.