CX Quality Assurance Lead - (Hybrid)
hace 16 horas
Barcelona
CX Quality Assurance Lead - (Hybrid) Envíe su solicitud a continuación después de leer todos los detalles y la información de apoyo sobre esta oportunidad de trabajo. We’re seeking an experienced CX Quality Assurance Lead to join our CX team in Barcelona (Hybrid). Why eDreams ODIGEO • We’re the world’s leading travel subscription platform, • We pioneered Prime, the first and world’s leading travel subscription programme since launching in 2017., • Millions of Prime members every year across multiple markets., • 5 brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo, • This entire Prime experience is powered by a proprietary, industry‑leading AI platform that delivers a smarter, hyper‑personalised service and comprehensive travel experience globally to its members., • Diversity is our strength that’s why our eDOers are coming from different nationalities from all continents – 99% permanent contracts Responsibilities • Develop and implement quality assurance strategies that significantly impact customer support performance, working closely with the central team and contact centres., • Facilitate calibration sessions with a primary focus on customer service quality and adherence to support standards., • Regularly revise QA monitoring forms, policies, and training materials, ensuring they are tailored to optimise support delivery and customer satisfaction (CSAT)., • Proactively suggest improvements to our quality assurance program, with a specific emphasis on strategies that enhance overall support efficiency and resolution quality., • Serve as the Quality Point of Contact (POC) for Customer Service, mentoring teams and addressing queries related to quality measures., • Take charge of quality KPIs (e.g., CSAT, FCR, QA scores), collaborating with delivery centres to foster operational enhancements that boost service excellence., • Lead and manage projects aimed at implementing or refining QA processes that support customer goals., • Participate in the development and deployment of new initiatives, tools, and process redesigns, prioritising optimal customer outcomes., • Conduct thorough data analysis to understand trends and identify areas for improvement in customer service that directly affect support performance., • Prepare and analyse detailed quality reports with an emphasis on support quality metrics, presenting findings to management., • Onboard and align new delivery centres with our customer quality standards. What you need to succeed • Self‑motivated with a proactive, can‑do attitude., • Strong ability to collaborate in cross‑functional teams., • Extremely organised and detail‑oriented., • Excellent communication skills, capable of guiding and inspiring teams toward achieving goals., • Flexible and adaptable, able to juggle multiple projects, including on‑site support., • Exceptional analytical skills, adept at interpreting data related to customer behaviour and retention., • Leadership and project management expertise. Preferred Qualifications • Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini or other AI‑powered assistants., • Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI‑driven solutions into workflows., • AI‑Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity., • Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities. Benefits • Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance‑based bonuses, birthday day off, discounts and partnerships, relocation support and premium equipment with role‑based selection options and device ownership through our equipment lifecycle program., • Continuous learning: free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus a great onboarding program., • Personalised career paths and internal mobility opportunities., • Hybrid home‑office model focused on outcomes with freedom and flexibility., • Culture of fun: after‑work events, padel tournaments, parties, and more with no dress code and free fruit, coffee and tea., • A dynamic and healthy environment with innovative, risk‑taking, high‑performance culture and recognition at its core. 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. 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 anyway. xqbhyrx Apply now! #J-18808-Ljbffr Hay opciones de teletrabajo/trabajo desde casa disponibles para este puesto.