• Monitoring agents calls and reviewing emails for accuracy of information and call handling standards.• Ensuring that agents are delivering a high level of customer service using call driver analysis, repeat caller analysis and other data consolidation tools.• Verifying that agents are providing accurate solutions to customers.• Recording evaluations utilizing departmental quality monitoring forms.• Delivering coaching feedback to supervisors and/or agents on call and email performance.• Providing supervisors and managers with regular performance feedback on the agents.• Preparing and analyzing quality reports for management review• Performing root cause analysis and reporting to management.• Participating in development of reference documents to drive quality improvement.• Participating in the design of quality monitoring forms and quality standards.• Conducting Calibration sessions with supervisors and management.• Transcribing calls for management and/or legal.• Performing any other duties as assigned.

* Acting as interface between Quality team and operations to drive process hygiene and facilitate continuous improvement.* Auditing and evaluating the transaction quality for voice/chat/mails process for 1st line advisors as well as P3/P4/Major Incidents process for 2nd line specialists.* Coaching advisors to enhance efficiency, communication & soft skills.* Performing data analysis and suggesting actions on improvement areas to the operations team.* Reporting and working as alarm system for failures, facilitating ideation and business improvement ideas.* Publishing dashboards, identifying and analyzing process hygiene indicators.* Having high impact on business due to compliance and quality delivery.* Interacting and sharing updates with advisors, sending reports and manuals to all relevant stakeholders.* Participating in weekly/biweekly/monthly calls and meetings with the operation team and other stakeholders.* Collaborating with 2nd line team’s SPOC on a weekly/monthly basis to reduce quality failures.

• Acting as a frontline interface with customers of Vodafone Spain local market, responding to customers in writing over chat or through phone calls to resolve their inquiries.• Facilitating and providing a Vodafone global customer service standard.• Owning and managing customer engagement and interaction while ensuring all agreed quality attributes are met and exceeded.• Identifying secondary (possible or hidden) customer needs and attempt to add value accordingly.• Raising and following up on incidents to 2nd Line team.• Ensuring service level agreements (SLA) are met and maintained through accuracy in handling required tasks and through communicating positively with all involved parties (2nd Line, 3rd Line, etc…).

Auxiliary professor in Spanish summer camp for children (7-11 years)