Customer Service Quality Specialist
Wallapop, Spain
Job Description
At Wallapop we are on a quest to help people with a collaborative economy, and to make the world more sustainable by extending the life of products.
Wallapop was founded in 2013. We are the marketplace for second-hand goods in Spain. With more than 8 million searches per day and over 10 million users across Spain with a catalogue of several hundreds of millions of products, we exist to empower people to promote a more conscious and human way of consumption. We achieve this by bringing together the scale and simplicity of classifieds with the convenience and the reach of the marketplace to create the world’s best unique goods trading platform.
Wallapop takes pride in having an open culture, where every opinion matters and everybody contributes in many different ways; through different internal cross-functional clubs aligning with people’s passions and interests.
We count 26 nationalities within our employee base and we operate in 2 languages: Spanish and English - this makes us pretty fun and special. While in most cases we are not attached to one language or the other, we encourage talent to embrace both languages and be able to operate outside their comfort zone. To ensure success we facilitate group and individual Spanish and English classes as part of our working day.
Our company values are:
We are One Team: Communicative, trusting and inclusive
We Dream amp; Deliver: Creative, impactful, pragmatic
We Aim for Simplicity: Intentional, uncomplicated, humble
We Learn amp; Grow: Constructive feedback, curiosity
We organize ourselves into topic teams and embrace agile practices.
The Challenge
In this role, you will be an advocate for our customers. You will ensure that the business amp; functions understand our customers’ priorities and are driving them to satisfy their needs.
You will partner with the CX, CE amp; project teams to drive quality improvements that have a positive impact on customer satisfaction and to deliver flawless execution for our customers.
Customer Quality leader means building a bridge between the quality standards and the final service we offer in Wallapop. The voice of the customer is our thermometer and we have to understand and prioritize our service processes, training, tools and product. This position is maximizing the impact of every support interaction through process standardization and actionable data-informed insights on our service gaps and drivers of customer happiness.
What You Will Do
- Define Wallapop service standards amp; translate them into measurable and actionable evaluations
- Ensure that services are consistent, compliant and in line with customer expectations
- Elaborate the global procedures of sampling and guidelines for collection and reporting quality data
- Define amp; manage quality assurance activities
- Build, coordinate and lead a strong collaboration model with outsourcing partners
- Provide insights on drivers of underperformance (agent level, process level, CX level) amp; represent the voice of the customer internally to drive continuous improvement and user happiness
- Analyze audit outcomes and carry out appropriate corrective procedures
- Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards.
- Assessing the quality of the performance of our outsourced
- Provides actionable data to various internal support groups as needed.
The day to day involves:
- Coordinates and facilitates call calibration sessions for outsource.
- Assessing the quality of the performance of our outsourced.
- Provides actionable data to various internal support groups as needed.
- Coordinate internal team to deploy new standards amp; processes.
- Perform proactive analysis (quantitative and qualitative) to identify gaps and opportunities for improvement.
What We’re Looking For
- Ability to operate in fluent Spanish amp; English
- 3+ years of experience in similar positions,
- Previous experience in fast-growing companies is a plus
- Previous experience in CX / quality field (audits, implementation and control of new procedures, etc.) preferably in customer services field
- Strong analytical skills
- Experience in written customer communication
- Customer-centric mindset
- Autonomous and able to work under minimal supervision
- Ability to multitask and successfully operate in a fast paced, team environment;
- Proven experience working cross-functionally
Wallapop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Our hiring process