Posted 14 hours ago
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 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 a CX Quality Assurance Lead in the CX Quality Team you will be in charge of:
Develop and implement quality assurance strategies that significantly impact member retention, working closely with the central team and contact centers.Facilitate calibration sessions with a primary focus on customer service quality as it relates to member retention.Regularly revise QA monitoring forms, policies, and training materials, ensuring they are tailored to boost member retention and loyalty.Proactively suggest improvements to our quality assurance program, with a specific emphasis on strategies that enhance member retention.Serve as the Quality Point of Contact (POC) for member retention, mentoring teams and addressing queries related to retention-focused quality measures.Take charge of retention-related quality KPIs, collaborating with delivery centers to foster operational enhancements that boost member loyalty.Lead and manage projects aimed at implementing or refining QA processes that support member retention goals.Participate in the development and deployment of new initiatives, tools, and process redesigns, prioritizing member retention outcomes.Conduct thorough data analysis, focusing on understanding trends and identifying areas for improvement in customer service that directly affect member retention.Prepare and analyze detailed quality reports with an emphasis on member retention metrics, presenting findings to management.Onboard and align new delivery centers with our member retention quality standards.What you need to succeed:
Good to have
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) 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!