Responsibilities
- Manage the end-to-end Quality Assurance process, including case reviews, performance scoring, structured feedback delivery to Team Leads, and monitoring of improvement plans.
- Guarantee consistent application of customer service procedures across onboarding, account management, and expansion phases.
- Analyze QA metrics and KPIs to detect performance shortfalls, recurring patterns, and areas requiring coaching or development.
- Serve as the local point of contact in Spain for deploying global processes, digital tools, AI-driven solutions, and operational efficiency initiatives.
- Collaborate with global Customer Success Operations, Product teams, and regional leadership to ensure deep integration of new programs beyond initial rollout.
- Monitor implementation uptake, detect operational obstacles, and deliver actionable insights to enhance system scalability and effectiveness.
- Deliver leadership with transparent, objective, data-backed reports on team performance, process compliance, and operational weaknesses, separate from team-level narratives.
- Develop and maintain reporting systems that shift evaluation from opinion-based judgments to quantifiable performance indicators.
- Train and guide customer success teams in recognizing and acting on upsell and cross-sell opportunities.
- Leverage performance data to refine sales-related interactions and strengthen revenue-focused behaviors within customer success roles.
- Work closely with Team Leads to integrate commercial best practices into everyday team activities.
- Ensure all team members are equipped to reliably identify, pursue, and convert growth opportunities.
