Company DescriptionMore than 1,200 people enjoy working with us and contribute to providing our audience with a comprehensive and inspiring offering of travel-related products and services.Job Description#LiveBold #BeYourself #OwnIt - If these values speak to you, come join us! 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 German clients.What you would be doingQuality 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 prioritizing and time management will be essential.QualificationsWhat we are looking for- Excellent communication skills in German (preferably native) & English (advanced) - both 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 InformationDesirable- Knowledge of airline Global Distribution Systems (GDS) is an advantage.Abilities/qualities- Excellent organizational and time management skills.- Strong written and verbal communication skills.- Ability to work independently and multi-task.- Ability to work effectively in a diverse group as well as independently.- Strong interpersonal and team working skills.Benefits- Multicultural & Multi-lingual team environment.- Independent and flexible working hours.- Smart Working Policy.#J-18808-Ljbffr
