Quality Assurance Lead

hace 1 semana


Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

About the Role: We are seeking a skilled 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 global standards across various delivery centers. Your primary focus will be on analyzing quality performance and customer feedback to identify improvement areas and pain points, working collaboratively with the department and other stakeholders to drive improvements.

Your Key Responsibilities:

  1. Ensure external agent center quality standards are met, work closely with central teams and centers to understand CSAT and DSAT drivers, and lead effective calibration sessions with delivery centers.
  2. Update documents as required, including QA transaction monitoring forms, and advise on necessary document changes for policies, procedures, and training content.
  3. Identify and propose QA program improvements proactively, act as Quality POC for contact centers, and mentor teams to resolve doubts related to the quality program.
  4. Take ownership of quality KPIs, work with delivery centers to drive operational performance improvements, and lead assigned projects as needed, such as implementing QA programs for new contact channels or lines of business.
  5. Collaborate on specific projects related to launching new initiatives, tools, functionalities, and process redesigns, perform data analysis to understand trends and identify critical improvement points, and prepare quality reports for management review.
  6. Onboard new delivery centers as required, provide onsite operational support across delivery centers, and ensure fluency in English and knowledge of at least one more European language.

What You Need to Succeed:

  • 3 years of progressive experience in 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.
  • Experience designing quality monitoring scorecards across channels.
  • Familiarity with data analysis, Data Studio, and pivot tables is helpful.
  • Strong understanding of the airline OTA industry.
  • Ability to quickly learn new software and applications.
  • Excellent oral and written communication skills and ability to effectively communicate with diverse audiences.
  • 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.

Estimated Salary: €60,000 - €80,000 per year, depending on experience.



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