QUALITY STANDARDS & TRAINING SPECIALIST

At Vueling , we love things to happen. We always try to go one step further and do it better. More than a job– it’s a way of life.

That's why we work together as a teammade up oftalented and passionate people, collaborating, supporting and complementing each other.

We are one of Europe’s leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.

Job Purpose

Design, implement, and continuously enhance quality assurance and training programmes for the call centre, covering service standards, communication style, product and regulatory knowledge, and customer interaction protocols; ensuring alignment with company policies, industry best practices, and compliance requirements; in order to optimise agent performance, maintain service consistency, improve customer satisfaction, and support business objectives through high-quality customer interactions.

Main Accountabilities

• Ensure that call centre agents are well-trained, up-to-date, and capable of delivering high-quality service in alignment with company standards and evolving business needs.
• Identify areas for improvement in service delivery, maintain compliance with quality standards, and enhance customer interactions by ensuring adherence to established protocols.
• Provide agents with reliable and current information, ensuring consistency in responses, improving problem resolution efficiency, and enhancing customer experience.
• Maintain a consistent, empathetic, and brand-aligned communication style, ensuring high levels of customer satisfaction and professional interactions.
• Ensure that agents are well-equipped to handle customer queries regarding new products or policy updates, reducing misinformation and enhancing service efficiency.
• Measure the impact of training programmes, identify areas for continuous development, and provide data‑driven insights to improve overall call centre performance.
• Enhance training effectiveness, improve knowledge retention among agents, and maintain a high level of engagement in learning activities.
• Safeguard the company against legal and regulatory risks, ensuring that all customer interactions adhere to applicable laws and corporate guidelines.
• Ensure alignment across teams, maintain a unified approach to customer service, and facilitate the integration of system or process updates into training programmes.
• Respond promptly and effectively to customer‑related emergencies, minimising service disruptions and maintaining customer trust during critical situations.
• Fulfil the mission of the job if it is in the employee’s hand.

Main Responsibilities - Tasks

Main Relationships

Education

Bachelor’s degree in Education, Communications, Business, or a related field.

Experience

Languages

English / Spanish – C1

Italian or French proficiency

Location

Viladecans, Barcelona

Level

Individual Contributor 5

Our benefits

Every single person who works with us is unique. And we want your experience of working at Vuelingto be just as unique. Our employee benefits include staff travel, discounts, flexible working model and much more! Want to learn more? click here

We have won the award for the “Best Low‑Cost Airline in Europe 2021” at the Skytrax World Airline Awards, the world’s largest annual airline passenger satisfaction survey. We will continue to work hard to always offer the best customer experience!

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