Travel Quality Assurance Manager

hace 2 días

Barcelona, Barcelona, España Edreams A tiempo completo
About eDreams ODIGEO

eDreams ODIGEO is the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe. Our mission is to revolutionize the travel booking experience through consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.

Salary and Benefits

We offer a competitive salary package, including Prime Plus membership, flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support, and the possibility of choosing your equipment and keeping it for free after 3 years. We also provide continuous learning opportunities through Coursera access, soft skills workshops, tech training, leadership development, and more.

Job Description

The Role: CX Quality Assurance Lead

We are seeking an experienced CX Quality Assurance Lead to join our Customer Service team based in Barcelona. As a key member of our team, you will be responsible for defining, developing, and maintaining a quality program that ensures global delivery centres and teams are compliant with different standards.

Your key responsibilities will include:

  • Ensuring external agent/centre quality standards
  • Working closely with central teams and centres to understand key CSAT and DSAT drivers
  • Leading and facilitating effective calibration sessions with delivery centres
  • Updating documents, including QA transaction monitoring forms, and advising on required document changes for policies, procedures, and training content
  • Proactively identifying and proposing QA program improvements
  • Acting as Quality POC for contact centres, mentoring teams, and resolving doubts linked to the quality program
  • Taking ownership of quality KPIs and working with delivery centres to drive operational performance improvements
  • Leading, managing, and delivering assigned projects as required (e.g., implementing QA programs for new contact channels or lines of business)

In addition to these responsibilities, you will have the opportunity to collaborate on specific projects related to launching new initiatives, tools' functionalities, and process redesign.

You will perform data analysis to understand trends and identify critical improvement points using information from monitoring and other metrics (Write Offs, NPS, CSAT, First Contact Resolution, etc.). You will also prepare and analyze internal and external quality reports for management staff review.

Required Skills and Qualifications

To succeed in this role, you will need:

  • 3 years of progressive experience in quality assurance
  • Proven success in increasing individual and team performance within a contact centre setting
  • Previous experience remotely working with global outsource providers is a plus
  • Experience designing quality monitoring scorecards across channels
  • Fluency in English and knowledge of at least one more European language
  • Familiarity with data analysis, Data Studio, and pivot tables helpful
  • Strong understanding of the airline/OTA industry
  • Ability to quickly learn new software and applications
  • Excellent oral and written communication skills and the ability to effectively communicate with a diverse audience
  • Ability to lead and facilitate meaningful calibration and coaching sessions
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively
Benefits

We offer a dynamic and healthy environment where you can innovate, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.

eDreams ODIGEO is an equal opportunity employer and values diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Our people are the key to our success, and we respect their uniqueness.

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