Company Description
Our mission is to lead the travel industry by leveraging technology to simplify, personalise, and enhance our customers' travel experience. Experts in brightening up online travel, we help our customers find and do "whatever makes them pink". We continuously invest in talented people who ensure our offering is closer to the needs of the customers and keep us at the cutting edge of technology evolution. We run our business in 17 languages and 40 countries, with more than 1,500 employees spread across our offices worldwide, developing our own products and services to power the entire traveller journey for millions of people. At the heart of our culture is a commitment to inclusion across race, gender, age,
sexual orientation, religion, gender identity or expression and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.
Job Description #LiveBold #BeYourself #OwnIt - If these values speak to you, come and join our Pink Palace in Madrid! There couldn't be a more exciting time for you to become part of our team, since we are moving into AI-driven Quality Assurance to gain even deeper insights into the thousands of conversations we have with our customers every day and use them to drive our businesses ahead. And we need your support in monitoring and evaluating these interactions across various channels and turning your findings into actionable data to improve the Customer Experience for our French clients.
What you would be doing Quality Assurance Monitoring
- Accurately perform quality monitoring and evaluations either manually or via our AI tool on multi-channel interactions and check them for compliance with LMN procedures to provide outstanding customer service.
- Perform in-depth analysis on set topics as requested by the wider business.
- Interact with internal and external stakeholders like Training and Process & Procedures to provide feedback and drive improvements based on quality monitoring and analysis.BPO Vendor Management
- Achieve and maintain set Quality Assurance KPI targets by:
- Creating a successful collaboration with our BPO Quality Assurance teams to drive performance by providing regular feedback.
- Attending internal and vendor meetings and functions as assigned (weekly catch-ups, calibration sessions, ad-hoc meetings).
- Prepare, attend and present regular BPO Performance meetings.Teamwork
- Thrive as a team player in a fast-paced, high-energy, change-oriented and multi-cultural environment.
- Drive process and procedure improvements in the Quality Assurance Team.
- We are very busy, so prioritising and time management will be essential.Qualifications
- Excellent communication skills in French, Spanish (preferably native) & English (advanced) - all written and spoken.
- Excellent analytical skills - Excel, Google Sheets.
- Assertiveness and can-do attitude.
- Experience in providing feedback at a professional level is a plus.
- Have an eye for detail.
Additional Information Benefits
- Multicultural & Multi-lingual team environment.
- Independent and flexible working hours.
- Smart Working Policy.
- We ask you to attach your CV in English.
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