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, ...