Job Description Who we are: Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Ctrip, Skyscanner, and Qunar. Across its platforms, we have four contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
Who we are looking for: We are seeking a passionate and enthusiastic Quality Controller to join our team in our Edinburgh office. You will be detail-oriented, have a keen eye for precision, and possess a track record of ensuring high standards. Your dedication to quality and excellence will shine through in all your tasks, as you work to maintain and enhance our product and service standards.
What you will get in return: Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:
32 days annual leave Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more Employee well-being program, Employee Assistance Program and enhanced sick pay Monthly performance-based bonuses Extensive learning opportunities and resources to further your career Annual travel points which can be redeemed Enhanced family policies (maternity / paternity / adoption) Life and health insurance Discounted parking pass at Fountain Park Birthday cake on your birthday Free on-site gym Hybrid working Frequent employee engagement events Refer a friend bonus scheme Alongside our excellent benefits package, we are committed to investing in your learning and development to support you in building a career.
Working hours: 37.5 hours per week, Monday through Friday 08:30 - 17:00, subject to change according to business needs. Location: Our contemporary workspace is based at Lochrin Square in Fountainbridge, Edinburgh.
What you'll be doing:
Auditing customer contacts: Evaluate customer contacts to ensure the quality of service delivered by advisors. Analyse Customer Dissatisfaction: Identify root causes of dissatisfaction, unmet expectations, and procedure/product gaps. Collaborate Across Teams: Work with other teams to address business needs and ensure appropriate actions are taken. Support Team Leaders: Assist with monthly business reviews and support the Training Team by evaluating new employees' initial contacts. Adopt Quality Standards: Complete monthly evaluations and provide weekly feedback to stakeholders for language team agents. Audit and Feedback: Audit praises, errors, customer feedback and discuss action plans with stakeholders to improve performance. Spot-Checks and Root Cause Analysis (RCA): Perform spot-checks and RCAs as scheduled by the EU quality team or headquarter. Calibrations: Calibrate internal and external stakeholders to maintain and update Quality Standards. Manage Individual Projects: Own or co-own improvement projects to support Quality or KPI enhancement. Additional Support: Provide support for any Performance Improvement Plans for advisors from the respective language team. What you'll need:
Previous contact centre experience within the same role or similar. Must be fluent in Portuguese & English both verbally and written. Communication and Teamwork: Ability to work effectively within and across teams. Analytical Skills: Strong ability to analyse data and identify patterns. Attention to Detail: High level of accuracy and thoroughness. Critical Thinking: Strong reasoning and problem-solving skills. Excel / Data Tools Proficiency: Excellent skills in Excel and other data analysis tools. Flexibility: Adaptability to unexpected changes in business requirements. Independent Working & Time Management: Ability to work independently and manage a high workload. Quality Performance: Proven track record of strong quality performance (minimum 3 months). Quality Control Knowledge: In-depth understanding of quality control procedures and business standards. Organisational Skills: Strong organisational abilities. Math and Statistical Methods: Knowledge of math, data analysis, and statistical methods. Communication Skills: Excellent communication and listening abilities. Desired but not essential: Travel & Tourism industry experience.
Why: We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports personal growth and career development.
Everyone is on a trip, whether it's a career trip or a life trip. At our company, you can define your own trip by taking the first steps in your career with us!
Be Aware of Recruitment Fraud: Please be vigilant as we have noticed fraudulent entities posing as our company, contacting applicants with fake job offers. Remember, official communications will always come from our verified email addresses, and we never conduct interviews solely via text or instant messaging apps. We do not charge any fees throughout the hiring process. If you receive any dubious communications, report them immediately.
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