As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!
We’re seeking an experienced CX Quality Assurance Lead to join our CX Quality & Training team in Barcelona. As a Group CS Quality Assurance Lead for one of the world’s largest global online travel agencies, you will work together with the rest of the Quality Assurance team to ensure that the standards of quality are achieved and exceeded. 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 analyse 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. You will work alongside the other customer service departments to continuously improve the levels of service the company delivers to its customers by leading and collaborating in cross-functional projects to benchmark our service against industry best-in-class.
If you’re ready to soar, we’re ready to take you there.
Why eDreams ODIGEO
Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.
Millions of customers every year across 44 markets – 5 brands – 7M members in Prime
More than 100 million searches per day – Up to 6 billion daily AI predictions[e1]
Over 1,600 employees – More than 60 different nationalities from all continents – 99% permanent contracts – 36 average age
We’re the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe. We are a tech company revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.
What you will do:
The Role’s Key Responsibilities and Tasks
As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a CX Quality Assurance Lead in the CX Quality & Training team you will be in charge of:
- Quality Assurance (65%)
- Work closely with central team and centers to understand key CSAT and DSAT drivers.
- Work closely with the centers to identify multi-channel transaction monitoring attribute adherence.
- Leads and facilitates effective and frequent calibration sessions with delivery centers.
- Updates documents as required, including QA transaction monitoring forms and advises about required document changes for policies,procedures, and training content.
- Proactively identifies and proposes QA program improvements as appropriate.
- Acts as Quality POC for the contact centers, mentoring the teams and resolving doubts linked to the quality program.
- Takes ownership for quality KPIs and works with delivery centers to drive operational performance improvements.
Project Management (10%)
- Leads, manages, and delivers assigned projects as required. (ie: 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.
Data Analysis (20%)
- 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.).
- Prepares and analyses internal and external quality reports for management staff review.
Other Ad-Hoc (5%)
- On board new delivery centers as required.
- Provide on-site operational support across delivery centers as required.
What you need to succeed:
Good to have
Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:
- Bachelor’s Degree in Business or related field or combined work experience and education.
- 2-3 years of progressive experience in the field of quality assurance, quality management or training development and delivery in a contact center environment.
- Expertise in leveraging data to identify and improve service quality provided in the centers.
- Previous coaching and training experience.
- Deep understanding of contact center QA best practices (with call/chat/email/text monitoring, calibrations, scoring).
- Proven success in increasing individual and team performance within a contact center setting.
- Previous experience remotely working with global outsource providers is a plus.
- Previous QA experience on inbound voice, outbound voice, chat, email, and offline activities is a plus.
- Experience designing quality monitoring scorecards across channels.
- Expertise with basic data analysis and tools a must. Power BI and pivot tables are a plus, however, must at least have the skills in Excel.
- Proficient in Word, Excel, PowerPoint, and G Suite applications required.
- Familiarity with data analysis, Power BI and pivot tables..
- Six Sigma, COPC knowledge helpful.
- Demonstrated knowledge about voice-of-the-customer programs, continuous improvement, coaching, and performance management.
- Strong understanding about the airline / OTA industry.
- Knowledge of Amadeus GDS a plus.
- Knowledge of Project Management helpful.
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! 💥 Prime Plus membership, competitive salary and benefits 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! 📚 Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
- Grow opportunities to empower your career, and unleash your potential! 🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
- Your Well-being is our priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You’ll be able to find the right work-personal life balance that suits you best.
- Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
- Enjoy a dynamic and healthy environment! 💫 Be innovative, 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.
Wanna take a peek into what it’s like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!
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.
Apply now!
We are an equal-opportunity employer and value 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. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. Don’t meet every requirement? If you’re excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless.
