Job Description
Job Title: CX Prevention Lead
Join our CX team in Barcelona (Hybrid).
What you will do
- Reducing manual and technical errors through proactive measures, ensuring compliance with legal and business requirements, and mitigating provider losses.
- Performing audits across all categories to ensure continued compliance.
- Conducting daily reviews with our CX Partners to address knowledge gaps.
- Leading calibration sessions to ensure compliance with categorization standards.
- Maintaining and updating internal documentation and local work instructions to prevent manual errors.
- Tracking technical issues with financial impact and engaging stakeholders for timely resolution.
- Providing expert recommendations for process improvements across all business areas.
- Identifying opportunities for automation to enhance performance and customer satisfaction.
- Optimizing customer service workflows, journeys, ...