CS Quality Assurance Analyst

• Evaluate customer interactions to ensure excellent service quality
• Score interactions using an internal scorecard
• Collaborate with vendors on immediate actions and weekly reports, sharing insights from interaction analyses
• Conduct calibration sessions with vendors to align on customer experience expectations
• Perform reporting and data analysis to identify trends and opportunities
• Audit agents and Quality Evaluators to pinpoint improvement areas
• Develop and propose training initiatives, reports, and analysis
• Meet weekly targets for reviewed interactions
• Represent the Quality team in weekly and monthly business reviews, presenting insights and advocating for quality improvements
• Work closely with different teams to ensure the effective implementation of quality standards and improvements
• Maintain strong alignment within the Ryanair Quality team to communicate effectively with vendors and ensure consistent quality standards

• Proficiency in data analysis and reporting, with intermediate Excel skills
• Fluent in English and Spanish
• Strong analytical and decision-making skills
• Proactive mindset with a positive attitude
• Adaptable and flexible in a fast-paced environment
• Team-oriented with excellent collaboration skills
• Familiarity with Quality processes, preferably with experience in a related role
• Experience working in customer service is preferred

additional languages are a plus

• A competitive but flexible career plan
• Hybrid working model, you can work up to two days per week remote
• Excellent work environment at our modern offices in the heart of Madrid
• Optional discounts on health insurances
• Travel discounts