Job Description

Posted 4 hours ago

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.

Why eDreams ODIGEO
Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

20 million customers – 44 markets – 5 brands – 5.4M members in Prime.
16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches.
1400 employees – More than 50 different nationalities – 99% permanent contracts – 36.3 average age.
We’re a leading travel 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 CX Quality Assurance Lead team you will be in charge of:

Responsible for ensuring external agent / center quality standards.

Work closely with central team and centers to understand key CSAT and DSAT drivers.

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.

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.

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. 

On board new delivery centers as required.

Provide on-site operational support across delivery centers as required.

What you need to succeed: 
Job Requirements
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:

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 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.

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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!