Customer Service Quality Analyst - Hybrid & Impactful Insights

Travelodge Group; Thame; Híbrido; GBP 31 000 - 33 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual bonus

Hybrid working

Pension scheme

Hotel discounts

25 days holiday + bank holidays

Resumo da oferta

Travelodge is seeking a Customer Service Quality Analyst to help our Customer Services and Complaints teams deliver consistently high standards. You’ll review interactions across channels, provide constructive feedback, and identify trends to drive practical improvements.

You’ll work with the QA Manager and Team Leaders, turning findings into actionable insights, while ensuring quality standards are applied and AI interactions are measured for customer impact.

Qualificações

• Experience in Customer Services, Complaints, Quality Assurance or a contact centre.
• Strong attention to detail and a passion for great customer experiences.
• Analytical and a strong communicator with the ability to turn insights into improvements.
• Familiarity with quality management systems and customer feedback tools.

Responsabilidades

• Review customer interactions across channels and provide objective feedback.
• Identify trends, pain points and opportunities for improvement.
• Assess AI-powered interactions for quality and suggest better approaches.

Conhecimentos

Customer service

Quality assurance

Data analysis

Communication

Ferramentas

Salesforce

Sprinklr

Descrição da oferta de emprego

Travelodge is seeking a Customer Service Quality Analyst to help our Customer Services and Complaints teams deliver consistently high standards. You’ll review interactions across channels, provide constructive feedback, and identify trends to drive practical improvements.

You’ll work with the QA Manager and Team Leaders, turning findings into actionable insights, while ensuring quality standards are applied and AI interactions are measured for customer impact.