Senior Customer Support & Quality Advisor (with Spanish)

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

As a Senior Customer Support & Quality Advisor (with Spanish), you will combine customer-facing responsibilities with quality monitoring activities. You will support Spanish-speaking customers across multiple communication channels, resolve complex inquiries, and ensure a positive customer experience. Additionally, you will review customer interactions, assess service quality, identify improvement opportunities, and provide feedback to support continuous improvement. Your contribution will help maintain high service standards, compliance, and operational excellence.

Your tasks

• Provide professional customer support via phone, email, chat, and other communication channels in Spanish, ensuring timely, accurate, and customer-focused resolution of inquiries and issues.
• Take ownership of customer cases, troubleshoot complex issues, collaborate with internal stakeholders, and ensure effective follow-up to deliver a positive customer experience.
• Conduct quality monitoring activities, including reviewing recorded customer interactions, evaluating performance against established quality standards, identifying coaching opportunities, and providing constructive feedback to improve service delivery.
• Analyze customer complaints, quality results, and service trends, perform root cause analysis, and recommend corrective actions and process improvements to enhance customer satisfaction and operational performance.
• Maintain accurate customer and quality documentation, support audit and compliance requirements, contribute to knowledge base updates, and ensure adherence to established procedures and service standards.

Your profile

• C1 proficiency in Spanish and a good command of English, both written and spoken.
• Minimum 2 years of experience in customer support, customer service, contact center operations, quality assurance, or a related environment.
• Strong communication, customer service, stakeholder management, and relationship-building skills.
• Experience in quality monitoring, audit activities, process improvement, or service excellence initiatives would be an advantage.
• Excellent problem-solving, analytical, and decision-making abilities.
• Good technical aptitude, including proficiency in MS Office tools.

What You'll love about working here

• Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports card.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Architects, Google) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube. 

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.