CX Quality Assurance Lead (Hybrid)
As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us! We are looking for an CX Quality Assurance Lead to join our Customer Services team based in Barcelona. Reporting to the Head of CX Quality, you will develop and implement quality assurance strategies that significantly impact member retention, working closely with the central team and contact centers.
If you're ready to soar, we're ready to take you there.
Why eDreams ODIGEO
Join the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe.
21 million customers – 44 markets – 5 brands – 6.5M members in Prime
1600 employees – More than 60 different nationalities from all the continents
99% permanent contracts - 36.3 average age
We're a leading travel tech company, revolutionising 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 Tasks
As a CX Quality Assurance Lead in the CX Quality Team, you will be in charge of:
* Developing and implementing quality assurance strategies that significantly impact member retention, working closely with the central team and contact centers.
* Facilitating calibration sessions with a primary focus on customer service quality as it relates to member retention.
* Regularly revising QA monitoring forms, policies, and training materials, ensuring they are tailored to boost member retention and loyalty.
* Proactively suggesting improvements to our quality assurance program, with a specific emphasis on strategies that enhance member retention.
* Serving as the Quality Point of Contact (POC) for member retention, mentoring teams and addressing queries related to retention-focused quality measures.
* Taking charge of retention-related quality KPIs, collaborating with delivery centers to foster operational enhancements that boost member loyalty.
* Leading and managing projects aimed at implementing or refining QA processes that support member retention goals.
* Participating in the development and deployment of new initiatives, tools, and process redesigns, prioritizing member retention outcomes.
* Conducting thorough data analysis, focusing on understanding trends and identifying areas for improvement in customer service that directly affect member retention.
* Preparing and analyzing detailed quality reports with an emphasis on member retention metrics, presenting findings to management.
* Onboarding and aligning new delivery centers with our member retention quality standards.
What you need to succeed:
Bring your unique perspective, speak up, and offer disruptive solutions. You'll have the opportunity to learn and grow while making a real impact on our team. Here's what you need to succeed:
* Solid background in Quality Assurance with a strong emphasis on customer retention strategies.
* Deep understanding of customer service dynamics and how they influence member loyalty and retention.
* Exceptional analytical skills, adept at interpreting data related to customer behavior and retention.
* Leadership and project management expertise, particularly in initiatives aimed at improving customer retention.
* Excellent communication skills, capable of guiding and inspiring teams toward achieving retention goals.
* Flexible and adaptable, able to juggle multiple projects, including on-site support. Experience in sales (retention of clients) and experience on member retention (travel, quality experience, contact center).
What´s in it for you?
The best talent deserves the best benefits. At eDO, we want you to be a part of our success story and great culture.
Here's what we offer:
* A rewarding compensation package, including Prime Plus membership, competitive salary, and benefits package, performance-based bonuses, birthday day off, and relocation support.
* Continuous learning to fuel your growth and explore new horizons with free Coursera access, soft skills workshops, tech training, and leadership development.
* Grow opportunities to empower your career, and unleash your potential with personalized career paths and the eVOLVE Program.
* Your well-being is our priority. Embrace freedom and flexibility with a hybrid home-office model focused on outcomes.
* Work hard, party hard! Join eDO for after-work events, padel tournaments, and more.
* Enjoy a dynamic and healthy environment that supports high performance, learning, and growth.
If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, apply now!
We are an equal opportunity employer and value diversity at our company.
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