**About Us:** AIRE Ancient Baths are temples dedicated to the creation of the ultimate relaxation experience, where time does not exist. Inspired by the tradition of baths from ancient Roman, Greek and Ottoman civilizations, the AIRE Experience always takes place in restored historical buildings in the center of globally acclaimed cities. At AIRE we are proud to have an international presence with 10 established centers: Tribeca, Upper East Side, Chicago, London, Toronto, Copenhagen, Barcelona, Sevilla, Almeria, and Vallromanes. We are already looking into the future and moving onwards! We are even prouder of the caring, inclusive, and familiar work environment we have created for all our employees. **The role:** The Quality Specialist is to ensure and enhance the overall quality of customer interactions. QA aims to maintain high standards of communication, empathy, accuracy, and adherence to policies among agents. Through continuous monitoring, evaluation, and improvement initiatives, QA seeks to optimize the customer experience, foster a culture of excellence, and contribute to the overall success of our operation. **Key responsabilities:** **Establishing and Maintaining Quality Standards** * Define, maintain, and ensure compliance with quality standards. * Develop and update instructional materials and information resources. * Create tools that support accurate knowledge transfer. * Train new team members. **Training \& Development** * Organize ongoing training sessions and workshops. * Work with supervisors to improve agent skills and performance. **Quality Improvement** * Identify improvement opportunities in processes, information, and technology. * Provide insights and participate in calibration sessions to align criteria. **Interaction Monitoring** * Monitor the quality of agent–customer interactions across all channels. * Collaborate with supervisors to ensure performance meets expectations. **Initiative Management** * Communicate the start of campaigns and escalate quality concerns. * Announce initiative closure and summarize key incidents, improvements, and opportunities. **Who you are** * You are fluent in English and Spanish. * 2\-3 years of experience in a Contact Center. * 1\-2 years of experience in a customer service. * Experience in the hospitality, wellness, or fitness industry is appreciated. * Experience with Salesforce Service and GEM3\.