CONTACT CENTER TRAINING & QUALITY AND PROCESSES IMPROVEMENT SPECIALIST – ASSISTED CHANNELS (OPENBANK)

IdiomasSpanish Contact Center Training & Quality and Processes Improvement Specialist – Assisted Channels (Openbank)Country.
SpainAdditional Job DescriptionZinia is the new checkout lending platform of the Santander Group.
Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.
his is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.
inia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans.
Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.
ission and responsibilities.
n charge of the management and continuous improvement of all contact center activities to ensure best customer experience delivery and maximize efficiency.
ou will be the service manager supporting the kick off, ramp-up and running activity of different contact center services for the German market.
Collaborating with external BPO service providers in an outsourcing model, you .
generating and improving operative contact center processes, quality standards, training materials and agents scripts coordinated with local Contact Center managers and internal support areas (Risks, Security, IT, Operations….) in order to look for the best  practices to be shared and extended to other geographies.
The main tasks of this position will be the following.
nsure SLAs and KPIs of the Contact center customer serviceAdressing and reviewing BPO external providers activities (Forecasting and Scheduling adherence, Quality control, Invoicin accuracy, etc.)Analyse and address customer pain points on current procedures and scripts with internal departmentsRunning root-cause analysis to identify possible  improvements on the current procedures based on quantitative and qualitative information from contact center and customer’s feedbackIdentifying and helping to implement CC control and servicing processes  that will improve advisors performanceManaging direct relationship with B2B Clients.
Feedback, Reporting, Incidents and Account managementCoordinating, training and calibration of contact center managers, and QA analysts in monitoring activityTo be successful in the role you must haveFluent German and English written and oral is a must (90% of the workload)Dutch and Spanish will be an advantage.
-3 years of experience improving operations in a contact center in an operational or cross functional area (Training & quality, Transformation, Process improvement, Customer Experience).
olid understanding of Contact Center coordination and organization.
wnership and accountability to identify solutions and follow up end-to-end the implementation throughout the OrganizationCustomer service orientation and experience in Process improvementCOPC knowledge will be an advantageKnowledge on Contact Center technical tools, CRM and process design tools will be and advantage.
vailability to travel 20% time (Europe)What do we offer?Immediate incorporation to a dynamic and agile company with a growth and expansion project.
orking in start-up mode with the support of Grupo Santander.
ompetitive remuneration and attractive benefits package.
ossibility of growth within the company and the Group.
ollaboration in international projects and possibility of contact with different countries.
xcellent work environment, social clubs and frequent events (now virtual).
ould you like to grow with us? Join our team!Openbank is an equal opportunity employer.
All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.
We make recruiting decisions based on your experience and skills.
We value your passion to discover, invent, simplify and build.
f you´re not currently living in Madrid and you are open to relocate yourself, we would still love to consider your application.
he personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Bank, S.
./ Open Digital Services, S.
.
with registered office at Plaza de Santa Bárbara (Madrid), for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment.
For further information about your rights and data protection, please read the ODS/Openbank Privacy Policy applicable to this type of data processing here.
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