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Contact Center Training & Quality and Processes Improvement Specialist – Banking Operations (Zinia)

Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.

This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.

Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans. Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.

Mission and Responsibilities:

In charge of the Quality assurance, training and continuous improvement of procedures, scripts and excellence on delivery of contact center and operational support processes to ensure best in class customer experience.

You will be generating and improving operative contact center processes, quality standards, training materials and agents scripts coordinated with local Contact Center managers and internal support areas (Risks, Security, IT, Operations….) in order to look for the best practices to be shared and extended to other geographies. The main tasks of this position will be the following:

• Identify, request and coordinate inputs from different internal areas in order to create scripts and manuals for contact center agents.
• Delivery of train the trainers/agents supporting kick off, ramp-up and continuous development.
• Coordination, training and calibration of contact center managers, and QA analysts in monitoring activity.
• Address customer pain points on current procedures and scripts with internal departments.
• Running root-cause analysis to identify possible improvements on the current procedures based on quantitative and qualitative information.
• Identifying and helping to implement CC control and servicing processes that will improve advisors performance.
• Designing manuals and delivering train the trainers/agents materials.
• Coordinating, training and calibration of contact center managers, and QA analysts in monitoring activity.

To be successful in the role you must have:

• +5 years of experience improving operations in a contact center in a cross functional area (Training & quality, Transformation, Process improvement, Customer Experience).
• Fluent English and Spanish written and oral is a must.
• German and other languages will be a plus!
• Solid understanding of Contact Center coordination and organization.
• Prior experience with Contact Center set up(s), ideally with strong IT component, solid understanding of IT life cycle and IT implementations
• Ownership and accountability to identify solutions and follow up end-to-end implementation throughout the Organization
• Customer service orientation and experience in Process improvement
• COPC knowledge will be an advantage
• Knowledge on Contact Center technical tools, CRM and process design tools
• Availability to travel occasionally.

What do we offer?

- Joining a dynamic and agile company undergoing international expansion.

- Working in start-up mode with the support of the Santander Group.

- Competitive remuneration and attractive benefits package.

- Possibility of growth within the company and the Group.

- Collaborating on international projects in different countries.

- Excellent work environment, social clubs and frequent events.

Would you like to grow with us? Join our team!

Openbank / ODS is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.