Job Summary: We are seeking a Quality professional for the Contact Center in Guadalajara, responsible for ensuring team training, improving processes, and managing emergency calls while guaranteeing confidentiality. Key Highlights: 1. Responsible for ensuring team training and continuous improvement 2. Process management to ensure optimal internal and external customer service 3. Permanent position with a focus on diversity and inclusion We are currently seeking a Quality professional for the **Contact Center** at our offices located in **Guadalajara**, responsible for ensuring that the Contact Center team is trained to handle any type of incoming, outgoing, or technical alarm call. You will identify the team’s training needs, as well as the real needs of end users. **What will you do in this role and what are your responsibilities?** * Conduct periodic call monitoring. * Improve processes to deliver excellent internal and external customer service. * Manage and track emergency calls to resolution. * Develop action plans for proper staff training. * Create and schedule initiatives to resolve complaints and/or claims. * Safeguard and ensure confidentiality of documentation and information handled. **What do we offer?** * Vacancy at the Castilla-La Mancha Regional Government * Full-time position. * Working hours: Monday to Thursday, 10:00–18:00; Friday, 08:00–15:00 * **Permanent** contract. * Location: Guadalajara **The ideal candidate:** The ideal candidate must be **proactive**, possess **leadership skills**, and be capable of solving problems under pressure. Interpersonal skills, teamwork orientation, and a strong commitment to continuous improvement are highly valued. **Key skills and experience:** * **University degree required.** * Prior experience in a telephone contact center is mandatory. * Strong analytical and writing skills for report preparation. * Oral and written communication skills to effectively convey information to the team. **A bit more about us** Tunstall is a market-leading provider of healthcare and assistive technology. We are passionate about ensuring our teams reflect the brilliant and unique qualities of the people and communities we support. Our exceptional team of over 3\.000 people delivers life-saving and life-changing technology and services to millions of customers across 18 countries. At Tunstall, you’ll find a place where you are valued and appreciated. We empower our people to demonstrate their full potential through teamwork, innovation, and leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at every step—from our open, fair, and transparent recruitment processes to the numerous professional development and growth opportunities we provide. Every person at Tunstall has a superpower: uniqueness. Join our mission and become part of our team—our One Tunstall team.