Location
barcelona, cataluña, Spain
Posted
July 06, 2026
Job Description
We are looking for a Technical Executive to join our team in Travel at AXA Partners.
What You'll Be Doing
- Conduct 1-to-1 technical and informative sessions with Agents as needed
- Review daily team KPIs and SLAs, reporting to Team Leader and Operations Manager
- Conduct complaint analysis and root cause analysis
- Participate in and propose process improvement implementations
- Participate in crisis cells when necessary
- Participate in client audits and workshops at their level
- Manage agenda control: daily organization, volume control, categorization, assignment, and prioritization
- Monitor Agents' telephony performance and provide corrective feedback
- Actively manage case escalations and complex cases, delivering quality solutions within appropriate timeframes
- Control EOD, LLN, and Recovery activities, monitoring cases and advising Agents
- Monitor Red Flag notifications and updates...