LEVEL is a long-haul airline based in Barcelona and part of the IAG group. The company is customer-centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers. With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top-notch service and exceeding the expectations of their passengers

Job Purpose

The Processes & Quality Specialist is responsible for identifying process improvements to enhance efficiency and automation in the contact center, as well as among handling staff and crew, while maintaining high service quality standards. This role includes designing and delivering training programs, setting clear objectives, and ensuring their success.

The main objective is to ensure that all policies, procedures and training materials are up to date and seamlessly integrated into daily operations.

Main Accountabilities

• Analysing contact center operations to identify inefficiencies and propose process enhancements across all channels (web, social media, chat, phone).
• Define business requirements for system changes.
• Identify and analyse areas for improvement in customer-facing processes, including website functionality and user experience.
• Implement best practices to optimize process performance and ensure scalability.
• Document all processes and policies in a standardized and accessible format.
• Manage user access and permissions for contact center tools and systems.
• Monitor and follow up on system-related incidents
• Conducting audits and site visits to check the service quality.
• Analysing customer satisfaction scores and trends and identify actions to improve service delivery.
• Provide coaching to ensure consistent quality standards across teams.
• Identify training needs and collect feedback from providers.
• Plan, develop, deliver, and evaluate training initiatives for call center, handling and crew
• Maintain up to date training materials and the agent knowledge base.
• Coach external trainers to improve the quality and effectiveness of training programs.
• Organize and track training sessions to ensure alignment with operational goals.
• Provide performance feedback to agents, trainers, and teams, identifying areas for improvement.
• Communicate regularly with the contact center provider to review and address issues

Main Relationships

The main relationships will be with Customer Experience, IT, Data, Commercial, Operations and the suppliers for CRM, Service Tool, E-commerce, Legal.

Education

Minimum required: Bachelor degree. Preferably bachelor’s degree in business management.

Experience

Minimum required experience of at least 3 years in similar positions.

Competencies

• Knowledge and experience working with WorldTracer.
• Knowledge and experience working with Amadeus, Skyspeed, Resiber or other reservation systems.
• Knowledge about Contact Center technology (telephony, CRM, Omnichannel tolls)
• Comfortable multitasking and working under pressure
• Strong coaching and communication skills.
• Effective planning and organizational skills.
• Aptitude for analytical and creative thinking.
• Open-mined team player with solid interpersonal skills
• Ability to analyze and map end-to-end customer and agent journeys, identifying pain points and areas for improvement.
• Extremely organized and detail-oriented
• Strong customer-focused mindset.
• Solution orientated, with a proactive approach to challenges.
• Flexible and able to adapt in a fast-paced environment.
• Willingness to travel occasionally for audits, site visits, or training.
• Proficient in MS Excel and PowerPoint
• Interest in airline/travel industry

Languages

• English: C1
• Spanish: C1

Location

 Barcelona

Our benefits 💙💚

• Staff travel

Enjoy discounted flights not only with LEVEL, but also with over 90 long-haul and short-haul airlines. Explore the world at more affordable prices.

• Flex Benefits

There are flexible benefits available for services like meals, transport, childcare, trainings, and Health Insurance.

• Employee Cafeteria & Canteen

Start your day right with a delicious breakfast, grab a quick snack during breaks, or choose from a variety of enticing menu options in our employee cafeteria and canteen at special prices!

• Gym Discount

As an employee, you will have access to a special discount on the gym membership. This will allow you to enjoy facilities, fitness classes, consult with a professional nutritionist, and much more!