.Job DescriptionWho 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 leaveWorkplace health cash plan including claiming back for dental, optical and physiotherapy and much moreEmployee well-being program, Employee Assistance Program and enhanced sick payMonthly performance-based bonusesExtensive learning opportunities and resources to further your careerAnnual travel points which can be redeemedEnhanced family policies (maternity / paternity / adoption)Life and health insuranceDiscounted parking pass at Fountain ParkBirthday cake on your birthdayFree on-site gymHybrid workingFrequent employee engagement eventsRefer a friend bonus schemeAlongside 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