Cs Quality Assurance Lead - Back Office

Job Description:

eDreams ODIGEO is one of the world’s largest online travel companies and a major European e-commerce business. Operating under four leading online travel brands—eDreams, GO Voyages, Opodo, Travellink—and the metasearch engine Liligo, it offers deals on flights, low-cost airlines, hotels, cruises, car rentals, packages, and travel insurance to over 18 million customers across 44 markets. Listed on the Spanish Stock Market, we are seeking a Group CS Quality Assurance Lead - Back Office to join our Customer Service team in Barcelona.

Your role involves defining, developing, and maintaining a quality program to ensure compliance across global delivery centers. You will analyze quality performance, customer feedback, and collaborate with various departments to implement improvements.

Key Responsibilities:

• Collaborate with central and regional teams to understand CSAT and DSAT drivers.
• Monitor multi-channel transaction adherence and quality standards.
• Lead calibration sessions with delivery centers.
• Serve as the Quality Point of Contact, mentoring teams and resolving quality-related queries.
• Manage quality KPIs and drive operational improvements.
• Lead projects related to new contact channels, tools, and process redesigns.
• Analyze data to identify trends and improvement opportunities.
• Prepare quality reports for management review.
• Onboard new delivery centers and provide onsite support as needed.

Experience, Skills & Qualifications:

• At least 3 years of experience in quality assurance and management within back-office operations, utilizing data and technology.
• Deep understanding of back-office processes.
• Proven success in enhancing team performance in contact center environments.
• Experience working remotely with global outsourcing providers is a plus.
• Experience designing quality scorecards across channels.
• Fluency in English and proficiency in at least one other European language.
• Knowledge of data analysis tools like Power BI and pivot tables.
• Strong industry knowledge of airlines and OTAs.
• Excellent communication and leadership skills, capable of facilitating calibration and coaching sessions.
• Ability to adapt to changing environments and work effectively in teams.

What We Offer:

• Remote onboarding and daily work environment during COVID times.
• eDreams Prime subscription for travel discounts.
• Competitive salary with bonus opportunities.
• Continuous learning through training, industry events, and conferences.
• Access to O’Reilly Online Learning.
• Fast-track career development programs.
• Relocation packages for newcomers.
• Additional benefits include meal vouchers, free beverages, work-life balance, and a fun, passionate team environment.

Join us and be part of a dynamic team dedicated to excellence in travel and customer service. Come fly with us!