CX Quality Assurance Lead
hace 4 semanas
As you contemplate your future you might be asking yourself what's the next step? Start your journey with us.
We are looking for a CX Quality Assurance Lead to join our Customer Service team based in Barcelona. Together with the team, you will define, develop, and maintain a quality program and ensure that the various global delivery centres and teams are compliant with the different standards. You will continuously focus and analyze quality performance and voice of the customer feedback to detect improvement areas and customer pain points and work collectively with the rest of the department and other company stakeholders on improvements.
What you will do:
The Roles Key Responsibilities and Tasks:
Responsible for ensuring external agent center quality standards.
Work closely with central team and centers to understand key CSAT and DSAT drivers.
Lead and facilitate effective and frequent calibration sessions with delivery centers.
Update documents as required, including QA transaction monitoring forms, and advise about required document changes for policies, procedures, and training content.
Proactively identify and propose QA program improvements as appropriate.
Act as Quality POC for the contact centers, mentoring the teams and resolving doubts linked to the quality program.
Take ownership for quality KPIs and work with delivery centers to drive operational performance improvements.
Lead, manage, and deliver assigned projects as required, e.g., implementing QA programs for new contact channels or lines of business.
Collaborate in specific projects related to the launching of new initiatives, new tools, functionalities, and processes redesign among others.
Perform data analysis to understand trends and identify critical improvement points using information from monitoring and other metrics (e.g., Write Offs, NPS, CSAT, First Contact Resolution).
Prepare and analyze internal and external quality reports for management staff review.
Onboard new delivery centers as required.
Provide onsite operational support across delivery centers as required.
What you need to succeed:
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.
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 is 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.
What's in it for you?
The best talent deserves the best benefits. At eDO we want you to be a part of our success story and great culture.
Here's what we offer:
A rewarding compensation package including flexible benefits, performance-based bonuses, birthday day off, discounts, and partnerships.
Relocation support and the possibility of choosing your equipment and even better keeping it for free after 3 years.
Continuous learning to fuel your growth and explore new horizons with free Coursera access, soft skills workshops, tech training, leadership development, and more.
Personalized career paths and the eVOLVE Program to help you discover, grow, and thrive.
Your wellbeing is our priority; we offer a hybrid home-office model focused on outcome, not time-in-seat.
Work hard, party hard – join eDO for afterwork events, padel tournaments, parties, and more.
Enjoy a dynamic and healthy environment with no dress code and free fruit, coffee, and tea at our offices.
If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further. Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.
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