Partner Support Quality, Training & Reporting Specialist, Fever

Fever

Location:
Spain, Madrid

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Driving excellence in Partner Support area by setting and enforcing quality standards, designing and delivering training programs, and ensuring representatives consistently provide outstanding service to partners. Managing reporting across performance areas and providing actionable insights for leadership.

Job Responsibility:

Designing and delivering onboarding programs for new representatives to ensure alignment with workflows, tools, and service standards
Leading continuous training initiatives to maintain consistent knowledge levels across the team
Developing and maintaining a structured Quality Assurance framework, including scorecards, ticket reviews, and evaluation rubrics
Monitoring interactions with Partners to assess compliance with quality standards
Conducting coaching sessions, performance reviews, and skill assessments to support professional growth and service quality
Acting as the Zendesk subject-matter expert, ensuring optimal setup, workflow efficiency, and adoption of best practices
Generating comprehensive reporting across support operations, including Agent performance and Service reports for partners and leadership
Partnering with supervisors and managers to translate reporting insights into process improvements
Staying updated on industry trends, support tools, and methodologies to continuously improve standards

Requirements:

3+ years of experience in B2B support or contact center operations in a supervisory, QA, or training-focused role
Proven track record of achieving SLA, CSAT, and QA targets, and ability to leverage data for performance improvements
Strong coaching and mentoring skills, with experience conducting 1:1s, running performance reviews, and supporting agent development
Advanced proficiency with Zendesk, including analytics, dashboards, and workflow optimizations
Analytical, structured, and solutions-oriented
comfortable creating reports and turning insights into actionable recommendations
Excellent written and verbal communication skills: clear, concise, and empathetic when handling escalations and feedback

Nice to have:

Experience with Knowledge-Centered Service (KCS) or other knowledge management frameworks
Multilingual skills

What we offer:

Inclusive and diverse workspace
Accommodation during selection process

Additional Information:

Job Posted:
October 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Partner Support Quality, Training & Reporting Specialist