Quality Agent Specialist

Hello! 👋🏽

At Factorial, we're looking for a new Quality Agent Specialist to help us take our Customer Experience team to the next level. 🦄

If you're passionate about customer satisfaction, quality assurance, and continuous improvement, this is your opportunity to make a real impact in a fast-growing, dynamic environment. 🚀

The Role 📜

As a Quality Agent Specialist, you will play a key role in ensuring our Support, Onboarding, Account Management, Sales, and Consulting teams maintain high-quality standards in customer interactions. You'll monitor and evaluate communications, provide constructive feedback, and optimise processes to enhance the overall customer experience.

This role requires a keen eye for detail, analytical thinking, and strong collaboration skills to help drive quality and performance across multiple touchpoints.

Key Responsibilities

✅ Monitor and evaluate customer interactions across channels including calls, video calls, emails, and live chat to ensure top-tier service.
✅ Provide structured feedback to team members, helping them enhance their communication and customer handling skills.
✅ Track and analyse key performance indicators (KPIs) to assess CX team performance and identify improvement areas.
✅ Maintain and update quality manuals, procedures, and records to ensure consistency and compliance.
✅ Conduct regular audits, identifying gaps in processes and working on continuous improvement initiatives.
✅ Collaborate with CX leaders and other departments to ensure quality standards are met across all customer interactions.
✅ Suggest and implement process improvements to enhance the customer experience and optimise team efficiency.

Your Profile 🧐

• 1-2 years' experience in a similar role, ideally within a SaaS or B2B environment.
• Excellent attention to detail with the ability to evaluate and assess customer interactions accurately.
• Strong analytical skills, with the ability to track KPIs, measure impact, and optimise performance.
• English is a must, along with proficiency in one or more of the following languages: Spanish, German, Italian, French, or Portuguese.
• Great communication skills, with a collaborative and feedback-driven mindset.
• Passionate about customer experience, always looking for ways to enhance service quality.

Benefits 💆‍♂️

🚀 Be part of a high-growth company where your impact is tangible.
🌍 Work in a dynamic, international environment, collaborating with teams across different regions.
📈 Opportunities for professional growth and career development.
💰 Save on expenses with Cobee and get your salary in advance with Payflow.
🩺 Stay healthy with Gympass and Alan private health insurance.
👩🏽‍🏫 Language classes with Yolk Academy.
❗ Exclusive discounts with Syra and Apeteat.
🍏 Enjoy office perks like breakfast, organic fruit, and Apeteat meals.
⏰ Flexible schedules, 🐶 pet-friendly environment, and no dress code!

Is this you?! Come rock the world with us! 👌

About us 🚀

Factorial is an all-in-one HR Software fast-growing startup founded in 2016. Our mission is to help SMEs automate HR workflows, centralise people data, and make better business decisions.

We currently serve thousands of customers in over 60 countries worldwide and across industries. With a diverse and multicultural team of 1,000+ people, we operate from our offices in Barcelona, Brazil, Mexico, and the US. 🌎

Do you want to know more about us? 👀
We have won awards, received outstanding customer feedback, and secured over $120M in funding from top international venture capital firms, including Tiger, CRV, Creandum, Point Nine Capital, and K Fund.

💡 Ready to make an impact? Apply now and join the adventure! 🚀