.CX Quality Assurance LeadJob DescriptionPosted 1 month agoAs you contemplate your future, you might be asking yourself, what's the next step?
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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 centers 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 ODIGEOJoin 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, revolutionizing 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 TasksAs 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, you will be in charge of:Responsible for ensuring external agent/center quality standards.Work closely with the central team and centers to understand key CSAT and DSAT drivers.Lead and facilitate effective and frequent calibration sessions with delivery centers.Update documents as required, including QA transaction monitoring forms, and advise about required document changes for policies, procedures, and training content.Proactively identify and propose QA program improvements as appropriate.Act as Quality POC for the contact centers, mentoring the teams and resolving doubts linked to the quality program.Take ownership for quality KPIs and work with delivery centers to drive operational performance improvements.Lead, manage, and deliver assigned projects as required (e.G., 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.
).Prepare and analyze internal and external quality reports for management staff review.Onboard new delivery centers as required.Provide on-site operational support across delivery centers as required