Customer Service Training and QC Quality Inspection Manager - Spain1) (Madrid)

Responsibilities

• Establish an Overseas Customer Service Training System.
• Develop specialized courses on vehicle models, brand highlights, and scenario-based services for the company’s outsourced European 800 Call Center, balancing domestic management standards with overseas localization.
• Plan and execute the full-cycle training for outsourced agency personnel, including teaching methods, empowerment, and training outcome acceptance, continuously improving the team’s service professionalism.
• Build and iterate the overseas customer service FAQ knowledge base and standardized response script system from the customer’s perspective.
• Establish European call center quality inspection standards and SLA compliance system; implement weekly/bi-weekly routine quality inspections and standardize agent service processes, response scripts, and timeliness standards through audio recording spot checks and case verification.
• Control servic...