Marlex is a leading Spanish human resources and recruitment consultancy specializing in talent acquisition, temporary staffing, and executive search. With over 30 years of experience and a network of more than 60 offices, the company serves a wide range of industries including aerospace, engineering, healthcare, and administration, positioning itself as one of the top HR firms in the country.

Headquartered in Catalonia, Marlex has a deep-rooted presence across the Spanish territory, with significant operations in Madrid and Barcelona. For international professionals, Marlex acts as a key gateway to the Spanish job market, frequently managing recruitment processes for high-tech sectors like mobility and defense that require multilingual talent and specialized technical expertise.

Founded in 1996 in Girona, Marlex began as a local recruitment firm before expanding nationwide. It has grown into one of the largest HR consultancies in Spain, focusing on proximity to both clients and candidates.

For international professionals

Operates a network of over 60 physical offices across Spain, providing extensive local market coverage.
Specializes in high-growth sectors for international talent, including Aerospace, Engineering, and IT.
Frequently manages recruitment for roles requiring multilingual capabilities, specifically English and French.
Acts as a primary recruiter for major industrial and technology hubs in Madrid, Barcelona, and Andalusia.

Contact Center Quality Manager

Marlex Recruiting

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

Education

Completed university degree (Bachelor's, Diploma, Licenciatura or MECES 2 equivalent).
Additional training in quality, training, project management, continuous improvement, customer service, or Contact Center will be valued.

Languages

Catalan level C1 (certifiable).
Spanish level B2 or higher.
Other languages will be positively valued.

Experience

Minimum 2 years of experience in quality and training roles within Contact Center services.
Experience in call auditing and monitoring.
Experience in designing and delivering training plans.
Experience in creating and updating operating procedures.
Experience in analyzing quality indicators and defining improvement plans.
Experience in citizen service, Public Administrations, housing, social management, or services with a high component of user attention will be valued.

Main Functions

Design and implementation of the service quality plan.
Auditing and evaluation of telephone interactions and digital channels.
Definition and monitoring of KPIs and improvement plans.
Detection of training needs.
Design and delivery of initial and continuous training.
Creation and updating of operating procedures and knowledge manuals.
Coordination with the operational manager of the service to ensure compliance with quality standards.

Important Aspects

We need a profile with a balanced combination of analytical capacity, orientation toward continuous improvement, and real experience in Contact Center operations.
It will be necessary to provide documentation to certify both education and professional experience.
Incorporation expected in the short term.

If you identify profiles that partially meet the requirements, especially regarding university education and Catalan C1, I would appreciate it if you could forward them to us regardless so we can evaluate them.

View original advert (Spanish)

Formación

Titulación universitaria finalizada (Grado, Diplomatura, Licenciatura o equivalente MECES 2).
Valorable formación complementaria en calidad, formación, gestión de proyectos, mejora continua, atención al cliente o Contact Center.

Idiomas

Catalán nivel C1 acreditable.
Castellano nivel B2 o superior.
Se valorarán positivamente otros idiomas.

Experiencia

Mínimo 2 años de experiencia en funciones de calidad y formación dentro de servicios de Contact Center.
Experiencia en auditoría y monitorización de llamadas.
Experiencia en diseño e impartición de planes formativos.
Experiencia en elaboración y actualización de procedimientos operativos.
Experiencia en análisis de indicadores de calidad y definición de planes de mejora.
Valorable experiencia en servicios de atención ciudadana, Administraciones Públicas, vivienda, gestión social o servicios con alto componente de atención al usuario.

Funciones principales

Diseño e implantación del plan de calidad del servicio.
Auditoría y evaluación de interacciones telefónicas y canales digitales.
Definición y seguimiento de KPIs y planes de mejora.
Detección de necesidades formativas.
Diseño e impartición de formación inicial y continua.
Elaboración y actualización de procedimientos operativos y manuales de conocimiento.
Coordinación con el responsable operativo del servicio para asegurar el cumplimiento de los estándares de calidad.

Aspectos importantes

Necesitamos un perfil con una combinación equilibrada de capacidad analítica, orientación a la mejora continua y experiencia real en operaciones de Contact Center.
Será necesario poder acreditar tanto la formación como la experiencia profesional mediante la documentación correspondiente.
Incorporación prevista a corto plazo.