Job Purpose: Overall management of the Quality Assurance department of ATIs HUB in Barcelona, including responsibility of a range of diverse areas such as Complaints, Monitoring, Customer Satisfaction and management of the Quality Assurance team of individuals, with several direct reports, ensuring achievement of team and individual performance targets. Main responsibilities and tasks: Quality measurement, monitoring and control of the productivity and performance results of ATI operational teams, ensuring that corrective actions are identified and proposed in order to ensure achievement of customer SLAs. This includes periodical report of results to Operational and Management teams. Management and control of the complaints area, ensuring accurate and timely management. This includes ensuring reporting of complaints received and reporting of amounts of offset claims, escalation of claims out of range, identification of the true cost of complaints to the business and supporting the team in resolving complaints and participate directly in the closure of difficult complaints. Management, control and reporting of customer satisfaction studies (surveys, mystery shopper) identifying areas of improvement or corrective actions which add value to the client. Ensure that awareness of Quality Assurance related processes and procedures is provided to concerned new hires and that all Quality Assurance handbooks are up to date and available for training of hires. Facilitate the introduction of new procedures or initiatives to reduce the volume, cost and impact of complaints to the business. Control and continuous improvement of existing Quality Assurance processes and procedures, identifying and introducing new initiatives when required. Provide reporting and feedback, proactively or where required, to ATI business with regard to any Quality Assurance related subject and assisting them in business meetings or presentations. Lead and facilitate processes of change and decision making of relevant issues within the Quality Assurance function. Establish and secure positive communication channels with ATIs management team, operations, claims and complaints, accounts managers, customer experience, compliance, legal. Ensure management in accordance with Line Managers Handbook and existing management processes, compliance, reporting and liaison with diverse internal/external regulators such as: Data Protection, Information Security, Workers Council. Ensure that team and individuals goals are set in line with the business strategy and accompany the team to achieve good performance levels. Management of all HR related aspects of direct reports such as: performance management, coaching, professional development, training plans, discipline, control and coordination of teams holidays. Define, monitor and control KPIs of the team promoting efficiency. Control the annual Quality Assurance FTEs budget. Involvement in the development of internal, transversal and international projects.