Overview
Quality Management Specialist – Customer Experience Jobs in Lisbon, Portugal at Experis Portugal
Title: Quality Management Specialist – Customer Experience
Company: Experis Portugal
Location: Lisbon, Portugal
Experis is recruiting a Quality Management Specialist – Customer Experience to join a leading company in the mobility and financial services sector.
If you have experience in customer complaints management, a strong customer orientation and an analytical mindset, this could be the right opportunity for you!
What will you do?
- Manage customer complaints, ensuring thorough analysis, clear communication, proper follow-up and effective resolution.
- Interact directly with customers through different channels, including phone, email, digital channels and formal written communication.
- Monitor and assess the quality of operations and processes.
- Identify root causes, trends, deviations and opportunities for improvement.
- Define and follow up on corrective and preventive actions in collaboration with the relevant teams.
- Prepare analyses, reports, dashboards and presentations to support decision-making.
- Monitor quality, complaints, customer satisfaction and operational efficiency KPIs.
- Participate in continuous improvement and operational transformation projects.
- Collaborate with different teams to improve customer experience and service quality.
What are we looking for?
- Proven experience in customer complaints management – mandatory.
- Strong verbal and written communication skills.
- Strong customer and customer experience orientation.
- Professional and confident when dealing with customers, including in sensitive or complex situations.
- Strong analytical and critical-thinking skills, with a problem-solving mindset.
- Advanced knowledge of Microsoft Excel and Microsoft PowerPoint.
- Good organizational skills, autonomy and proactivity.
- Ability to work effectively with different stakeholders.
- Good level of English, both written and spoken.
Education & Experience
- Bachelor’s degree in Law, Quality Management, Management, Economics or a related field is valued but not mandatory.
- Previous experience in Quality, Customer Experience, Operations or Continuous Improvement is a plus.
- Experience in the mobility or rental sector, particularly car rental, operational leasing, renting or mobility services, is highly valued.
- Previous experience in the financial sector is also valued.
- Knowledge of Power BI, Salesforce Service Cloud, auditing, compliance or internal controls will be considered a plus.
What we offer
- Base salary: €1000 – €1200 gross/month
- Hybrid working model
- During the first 6 months, the position will be fully on-site at the client’s offices, after which the hybrid model will apply.
- Opportunity to join a dynamic environment focused on customer experience, quality and continuous improvement.
Interested? Apply now and join us!
