Multilingual Quality Support Secondment (Spanish)

TL;DR

Multilingual Quality Support Secondment (Spanish): Monitoring and improving quality across the Spanish Customer Service team with an accent on CSAT, Auto QA, and interaction audits. Focus on identifying performance trends, optimizing CRM workflows, and aligning quality expectations between internal and external partners.

Location: Hybrid (Edinburgh). Must be based in the UK

Salary: £25K – £30K

Company

hirify.global is Europe’s leading rail app, enabling millions of travelers to find and book tickets across 40 countries.

What you will do

• Monitor and report on key quality measures including CSAT, Auto QA, and AHT to identify trends and root causes.
• Perform quality assurance checks and audits of Zendesk tickets to ensure best practices.
• Organize and manage calibration sessions between internal teams and external partners.
• Develop and maintain CRM decision tree paths and use scripting to improve ticket workflows.
• Maintain the Knowledge Tool and training materials to ensure accurate product information.
• Collaborate with stakeholders to share insights and foster a culture of continuous quality improvement.

Requirements

• Strong written and spoken Spanish.
• Experience in customer service, customer experience, or a contact center environment.
• Ability to interpret reporting data and translate it into meaningful recommendations.
• Strong organizational skills with the ability to prioritize multiple tasks.
• Collaborative approach to working across internal teams and external partners.

Nice to have

• Experience with quality scoring, calibration sessions, or QA processes in customer service.
• Experience using Zendesk, CRM workflows, or scripting to improve support processes.

Culture & Benefits

• Private healthcare and dental insurance.
• 28-day work from abroad policy.
• 2-for-1 share purchase plans and an EV scheme.
• Personal learning budgets and regular learning days.
• Extra festive time off and family-friendly benefits.