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Description

**Company** Remote work **Location** Barcelona headquarters **Contract** Indefinite-term ### **Job Description** Implement actions aimed at improving customer experience and perceived quality following claim resolution, by analyzing the root causes of dissatisfaction, engaging in direct customer interaction (phone calls), and defining and implementing continuous improvement initiatives that enhance satisfaction and prevent future claims. ### **Your Responsibilities Will Include** * Conduct comprehensive analysis of claims and their underlying causes to identify improvement opportunities in processes and customer experience. * Proactively contact customers via telephone calls, WhatsApp, SMS, or other authorized channels to restore customer confidence and improve their perception of the service received. * Manage customer communication ensuring personalized, empathetic, transparent, and resolution-oriented support. * Listen to and analyze the Voice of the Customer (VoC), identifying trends, needs, and expectations that enable enhancement of customer experience. * Design, execute, and monitor improvement actions targeting both claim management and the processes causing them. * Detect patterns, recurring incidents, and potential risks through preventive analysis of available information. * Develop improvement proposals based on data analysis and feedback gathered during customer interactions. * Collaborate with multidisciplinary teams in implementing, validating, and monitoring continuous improvement initiatives. * Prepare activity reports and tracking indicators (KPIs), analyzing the effectiveness of implemented actions and their impact on customer satisfaction. * Ensure accurate documentation of all actions taken and compliance with established procedures. * Contribute to improving customer service channels by identifying measures that reduce claim volume and enhance customer experience. ### **Requirements** * Experience in claims management, Customer Experience (CX), or Service Quality. * Analytical ability to identify root causes, trends, and improvement opportunities. * Experience in customer service via telephone and digital channels. * Ability to interpret quality, satisfaction, and customer experience metrics. * Proficiency in CRM tools and management applications, preferably Salesforce. * Knowledge of Microsoft Excel for information analysis and tracking. * Ability to prepare executive reports and present conclusions in a structured manner. * Experience working with quality indicators (KPIs), SLAs, and continuous improvement methodologies. ### **What We Offer** * Join an established corporate group with national and international presence. * Indefinite-term contract. * 100% remote work model. * Possibility of assignment to centers in Seville, Barcelona, or Madrid. * Excellent working environment. Our commitment is to foster workplaces where people are treated with respect and dignity, promoting professional development of staff and guaranteeing equal opportunities in selection, training, promotion, remuneration policies, working conditions and employment, occupational health, working time organization, and work-life balance—providing a workplace free from any discrimination based on sex, gender, ethnic origin, race, age, sexual identity, disability, sexual orientation, religious beliefs, language, cultural background, or educational level. #### **Take the Step** If you want to grow within a company that invests in innovation, stability, and people, **Teknei** is where you belong. Join a team of professionals where your talent will make an impact from day one. Apply now and let’s build transformative technological solutions—together.