Quality Assurance Specialist Italian Market - Especialista en Aseguramiento de la Calidad merca[...]

We are Impress. We believe everyone deserves a smile they’ll love.

We are the largest chain of ortho clinics with fully digital processes. We have revolutionized the invisible orthodontic sector with the best team of professionals specialized in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.

We are looking for an enthusiastic Quality Assurance Specialist who will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business.

What we offer :

• International team! You will work with people from all over the World, at our Barcelona headquarter in the Eixample district (Barcelona).
• Attractive compensation (fixed+variable compensation).
• On Friday you can come along with your pet.
• Teeth aligner and whitening team benefits.
• We are an inclusive company.
• Fresh fruit, coffee & snacks every morning.
• Work Shifts : Monday to Friday 9.00 to 18.00

Responsibilities :

• Monitoring multi-channel interactions.
• Deliver weekly qualitative analysis.
• Be the source of the data - as a quality analyst, you MUST know all numbers and KPIs.
• Working side by side with the TL and the internal and external sales team.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center sales staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.

Requirements

• High level of excellence and analytical skills.
• Problem-solving.
• Experience as a quality analyst focused on sales and performance teams.
• Exceptional listening and analytical skills.
• Excellent verbal, written and interpersonal communication skills.
• Must be self-motivator and self-starter.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Full professional proficiency in English + fluency in Italian.

The position is 100% on-site, we're looking for someone who's based in Barcelona (or nearby to the city).

At Impress we cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor.

Our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better results.