Quality Assurance Specialist (Travel Operations)

Exoticca is a company that started in 2013 by professionals specialized in the creation and online distribution of trips. Our mission is to offer our clients the possibility to visit the most beautiful and stimulating places on our planet through the best holiday packages, at unbelievable prices. We are a highly ambitious and well-funded start-up, backed by top national and international investors that have also participated in the growth of other success stories, such as SinDelantal.com or Idealista, among others.

At Exoticca, we are looking for people who want to offer their best to create unforgettable experiences for our customers. We are a young, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

What is our proposal?

We are looking for a qualified Quality Process Specialist to join our Travel Operations department, supporting the delivery of training and quality monitoring to our internal team and internal processes. The Quality Specialist will work directly with our Quality Assurance Lead and will be responsible for ensuring standards for productivity and quality are achieved either in manual tasks or automatic processes. This person will help manage individual and team performance expectations and goals, implement a quality system that helps us improve our NPS, monitor real-time KPIs, and serve as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.

With a great perspective on all our operations, managing the different countries we are operating in and providing a 24 / 7 service, your role consists of engaging the team into a 7-star service, focused on customer loyalty and satisfaction.

What will you do?

• Help lead a quality assurance program to track and measure process and procedure compliance, agent performance quartiles, and quality of automations.
• Perform quality checks using a transaction monitoring scorecard and / or tool for various lines of business across offline tasks and automations.
• Perform data analytics to identify inefficiencies and root cause drivers.
• Translate data insights into actionable agent-level performance improvement objectives and glide path targets.
• Prepare data insights to show quality trends data points including team inefficiencies, NPS, and Trustpilot.
• Help define the sampling methodology, measurement, frequency, and scorecard attributes across the Travel Operations process and tasks impacting the flight and land part of Exoticca’s product.

Minimum Requirements :

• Minimum 1 year of experience as a quality assurance analyst in a call center / BPO environment.
• Experience in a BPO supporting the travel agency, airline, hotel, car rental, and / or hospitality industry is highly preferred.
• Familiarity with CRM, order management, and contact management systems and practices is a plus.
• Experience and / or knowledge using a performance management / QA system (e.g., Playvox).
• Salesforce knowledge and experience are highly desired.
• Advanced analytical and data analysis skills are required.
• Demonstrated knowledge of quality assurance programs and methodologies.
• Expert understanding of Net Promoter Score and CSAT.
• Deep knowledge of Amadeus / GDS is a must.

What We Offer :

• Competitive compensation package in line with job responsibilities and experience.
• Flexible compensation management for diet, transportation, and private health insurance with Cobee.
• Hybrid or remote work model : you can work from home or the office at your convenience. Offices in the heart of Barcelona (right next to Plaça Catalunya).
• Permanent contract from the start.
• Travel packages at reduced prices as a perk for employees!
• Unlimited coffee, language lessons, quarterly teamwork activities, and global biannual parties.
• Becoming part of a fun and motivated multicultural team at an agile and rapidly growing organization!

Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core values. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.