Cx Quality Assurance Lead

hace 4 semanas

Barcelona, Barcelona, España Edreams Odigeo Careers A tiempo completo

Customer Experience Quality Assurance Lead

We are looking for a Customer Experience Quality Assurance Lead to join our team in Barcelona. As a key member of our Customer Service team, you will be responsible for defining, developing, and maintaining a quality program that ensures compliance with external agent and center standards. Your focus will be on analyzing quality performance and customer feedback to identify improvement areas and customer pain points. You will work closely with the central team and centers to understand key CSAT and DSAT drivers and lead calibration sessions to ensure effective quality standards.

Key Responsibilities:

  • Ensure external agent and center quality standards are met.
  • Work closely with central team and centers to understand key CSAT and DSAT drivers.
  • Lead and facilitate effective calibration sessions with delivery centers.
  • Update documents as required, including QA transaction monitoring forms and advise on document changes for policies, procedures, and training content.
  • Proactively identify and propose QA program improvements.
  • Act as Quality POC for the contact centers, mentoring teams and resolving doubts linked to the quality program.
  • Takes ownership for quality KPIs and works with delivery centers to drive operational performance improvements.
  • Lead, manage, and deliver assigned projects as required.
  • Collaborate in specific projects related to the launching of new initiatives, new tools' functionalities, and processes redesign.
  • 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.).
  • Prepare and analyze internal and external quality reports for management staff review.
  • Onboard new delivery centers as required.
  • Provide on-site operational support across delivery centers as required.

Requirements:
  • 3 years of progressive experience in the field of quality assurance.
  • Proven success in increasing individual and team performance within a contact center setting.
  • Previous experience remotely working with global outsource providers is a plus.
  • 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 effectively lead and facilitate meaningful calibration and coaching sessions.
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly.

  • Cx Quality Assurance Lead

    hace 4 semanas

    Barcelona, Barcelona, España Edreams A tiempo completo

    About the RoleWe are seeking a skilled Cx Quality Assurance Lead to join our Customer Service team in Barcelona. As a key member of our team, you will be responsible for defining, developing, and maintaining a quality program that ensures our global delivery centers and teams are compliant with industry standards.Key ResponsibilitiesEnsure external agent /...

  • Cx Quality Assurance Lead

    hace 4 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleWe are seeking a skilled Cx Quality Assurance Lead to join our Customer Service team in Barcelona. As a key member of our team, you will be responsible for defining, developing, and maintaining a quality program that ensures compliance with various global standards. Your focus will be on analyzing quality performance and customer feedback to...

  • Cx Quality Assurance Lead

    hace 4 semanas

    Barcelona, Barcelona, España Edreams A tiempo completo

    Job Description: We are seeking a highly skilled CX Quality Assurance Lead to join our Customer Service team in Barcelona. As a key member of our team, you will be responsible for defining, developing, and maintaining a quality program that ensures compliance with various global standards. Your primary focus will be on analyzing quality performance and...

  • CX Quality Assurance Lead

    hace 4 semanas

    Barcelona, Barcelona, España eDreams ODIGEO A tiempo completo

    As a key member of our Customer Service team, we are seeking a highly skilled CX Quality Assurance Lead to join our team in Barcelona. The successful candidate will be responsible for defining, developing, and maintaining a quality program that ensures compliance with various global standards across our delivery centers and teams. This role requires a strong...

  • Quality Assurance Lead

    hace 4 semanas

    Barcelona, Barcelona, España Ubisoft Entertainment A tiempo completo

    Ubisoft Barcelona Mobile is seeking a QC Lead to join our team of dedicated professionals. As a key member of our quality assurance team, you will be responsible for ensuring the highest quality standards in our mobile games.Key Responsibilities:Lead a team of quality assurance testers to identify and report defects in our games.Develop and implement quality...

  • Quality Assurance Lead with a Focus on Customer Experience

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleAs a CX Quality Assurance Lead at eDreams ODIGEO, you will play a pivotal role in shaping the customer experience. This is a fantastic opportunity to join a leading travel tech company and contribute to the success of our global customer service team.Key ResponsibilitiesAs a CX Quality Assurance Lead, you will be responsible for defining,...

  • Quality Assurance Lead

    hace 4 semanas

    Barcelona, Barcelona, España Exoticca A tiempo completo

    Exoticca: A Leading Online Travel AgencyWe are seeking a highly skilled Quality Assurance Lead to join our dynamic team at Exoticca, a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips.About the RoleDrive the quality strategy and execution across multiple development teams,...

  • Games Quality Assurance Lead

    hace 4 semanas

    Barcelona, Barcelona, España Alpha A tiempo completo

    Games Quality Assurance LeadAt Alpha Games, we are seeking a seasoned Quality Assurance Lead to join our team. The successful candidate will be responsible for ensuring that every gaming experience meets the highest standards of quality. This is a unique opportunity to drive our QA efforts to new heights and become a guardian of our gaming experiences.Key...

  • Linguistic Quality Assurance Lead

    hace 5 días

    Barcelona, Barcelona, España Alpha Crc Ltd. A tiempo completo

    **Job Title:** Linguistic Quality Assurance LeadAbout Us:Alpha Crc Ltd. is a leading company in the gaming industry, committed to delivering high-quality localized experiences.Salary: £60,000 - £80,000 per annum, depending on experience.About the Role:We are seeking an experienced Linguistic Quality Assurance Lead to join our team. As a key member of our...

  • Exoticca Quality Assurance Chapter Lead

    hace 5 días

    Barcelona, Barcelona, España Exoticca A tiempo completo

    Quality Assurance Chapter Lead at ExoticcaWe are seeking a highly skilled Quality Assurance Chapter Lead to drive the quality strategy and execution across multiple development teams at Exoticca.The ideal candidate will be responsible for ensuring best practices in testing, automation, and quality assurance processes are applied, while fostering a culture of...

  • Linguistic Quality Assurance Lead

    hace 4 semanas

    Barcelona, Barcelona, España Alpha Crc A tiempo completo

    Linguistic Quality Assurance LeadAlpha Crc is seeking a highly skilled Linguistic Quality Assurance Lead to join our team. As a key member of our localization team, you will be responsible for leading the Linguistic Quality Assurance team in the testing of all game projects to ensure the delivery of high-quality localized gaming experiences.The ideal...

  • CX Quality Assurance Leader: Drive Excellence in Customer Experience

    hace 1 semana

    Barcelona, Barcelona, España eDreams ODIGEO A tiempo completo

    About eDreams ODIGEOWe are a leading travel tech company revolutionizing the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime - the world's first travel subscription program. With 20 million customers across 44 markets, we have a dynamic and healthy environment that fosters high performance,...

  • Lead Quality Assurance Specialist

    hace 5 días

    Barcelona, Barcelona, España Social Point A tiempo completo

    Job Description:The Lead Quality Assurance Specialist will play a critical role in ensuring the quality of our games across multiple platforms, including mobile and PC.Main Responsibilities:Develop and maintain comprehensive test strategies and plans to ensure high-quality game releases.Collaborate with development teams to identify and prioritize defects,...

  • Quality Assurance Chapter Lead

    hace 4 semanas

    Barcelona, Barcelona, España Exoticca A tiempo completo

    Quality Assurance Chapter LeadAt Exoticca, we're revolutionizing the travel industry with our innovative approach to creating life milestones. As our Quality Assurance Chapter Lead, you'll play a pivotal role in driving our quality strategy and execution across multiple development teams. Your focus will be on ensuring best practices in testing, automation,...

  • Quality Assurance Lead with Indonesian Language Expertise

    hace 1 mes

    Barcelona, Barcelona, España TDCX A tiempo completo

    About TDCXTDCX is a leading provider of transformative digital CX solutions, empowering world-class brands to acquire new customers, build customer loyalty, and protect their online communities.Job Title: Quality Assurance Lead with Indonesian Language ExpertiseWe are seeking a highly skilled Quality Assurance Lead with expertise in the Indonesian language...

  • Travel Quality Assurance Manager

    hace 5 días

    Barcelona, Barcelona, España Edreams A tiempo completo

    About eDreams ODIGEOeDreams 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 BenefitsWe offer a...

  • Software Quality Assurance Lead

    hace 4 semanas

    Barcelona, Barcelona, España F. Hoffmann-La Roche Gruppe A tiempo completo

    Job SummaryWe are seeking a highly skilled Software Quality Assurance Lead to join our team at F. Hoffmann-La Roche. As a key member of our quality assurance team, you will be responsible for leading the definition of testing strategy, milestones, and project planning of software test activities.Key ResponsibilitiesCollaborate with cross-functional teams to...

  • Linguistic Quality Assurance Team Lead

    hace 13 horas

    Barcelona, Barcelona, España Alpha Crc Ltd. A tiempo completo

    About Alpha Crc Ltd.Alpha Crc Ltd. is a leading company in the gaming industry, offering high-quality localized gaming experiences. We are seeking a highly skilled Linguistic Quality Assurance Team Lead to join our team.Job DescriptionThe Linguistic Quality Assurance Team Lead will be responsible for leading the Linguistic Quality Assurance team in testing...

  • Quality Assurance Chapter Lead

    hace 1 mes

    Barcelona, Barcelona, España Exoticca A tiempo completo

    Quality Assurance Chapter LeadAt Exoticca, we are seeking a highly skilled Quality Assurance Chapter Lead to drive our quality strategy and execution across multiple development teams. As a key member of our team, you will be responsible for ensuring best practices in testing, automation, and quality assurance processes are applied, while fostering a culture...

  • Game Quality Assurance Manager

    hace 1 mes

    Barcelona, Barcelona, España Alpha A tiempo completo

    Game Quality Assurance ManagerAt Alpha Games, we are seeking a seasoned professional to lead our game quality assurance efforts. As the guardian of our gaming experiences, you will be pivotal in ensuring that every title we release meets the highest standards of quality.Key Responsibilities:Lead a team of QA testers to ensure the highest quality of our...