Remote Training, Quality & Recruitment Manager

DIB Travel; Stockholms kommun; Remote; SEK 75,000 - 100,000; Full time

Benefits offered by this job

Remote work (from Sweden)

International team

Job summary

DIB Travel is seeking a Training, Quality & Recruitment Manager to own how we recruit, train and develop our Travel Support team across Europe. You’ll manage end-to-end recruitment, design onboarding, and lead QA programs to raise service quality.

You will collaborate with Travel Support Managers and Team Lead to implement scalable training and development plans. You will also refine knowledge bases and training materials as products and processes evolve, while ensuring strong cross-functional

Qualifications

• 5+ years of experience in recruitment, training, quality assurance or team development, ideally in customer support or a contact center.
• Experience from the travel industry, preferably corporate travel or a travel management company.
• Solid, hands-on experience with Amadeus (a must).
• Knowledge of LinkOnline and other travel booking and support systems
• Experience designing and delivering effective training, and working with quality assurance (QA), such as scorecards, ticket reviews and calibration
• Fluent in English and Swedish, written and spoken
• Able and willing to travel within Europe occasionally
• Structured, with a strong sense of ownership and follow-through

Responsibilities

• Forecast hiring needs and manage end-to-end recruitment for Travel Support Agents and Team Leads.
• Design onboarding that gets new agents productive quickly and confidently; build and maintain training on our platform, travel products, policies and customer communication.
• Use QA results, customer feedback and input from managers and team leads to identify where agents need to improve, and follow up with targeted training.
• Develop learning paths so every agent keeps growing in their role, and create structured development plans for those who need to improve.
• Keep the knowledge base and training material up to date as our product and processes change.
• Own the quality assurance framework for Travel Support, including scorecards, standards and review routines.
• Review tickets, chats and calls regularly and give clear, actionable feedback to agents, managers and team leads.
• Run calibration sessions so quality is assessed the same way across the team.
• Analyze quality data, CSAT and customer feedback to find root causes and recurring issues.
• Turn quality insights into training, coaching and process changes, closing the loop between quality and learning.
• Track training results, such as ramp-up time, QA scores and CSAT, and report them to the Head of Travel Support
• Continuously improve processes together with the Travel Support Managers, Team Leads and Head of Travel Support

Skills

Recruitment

Training & QA

Quality assurance

Travel industry knowledge

Amadeus

LinkOnline

English

Swedish

Remote team experience

Team development

Tools

Zendesk

Teamtailor

Amadeus

Job description

DIB Travel is seeking a Training, Quality & Recruitment Manager to own how we recruit, train and develop our Travel Support team across Europe. You’ll manage end-to-end recruitment, design onboarding, and lead QA programs to raise service quality.

You will collaborate with Travel Support Managers and Team Lead to implement scalable training and development plans. You will also refine knowledge bases and training materials as products and processes evolve, while ensuring strong cross-functional