Training, Quality & Recruitment Manager

DIB Travel; Stockholms kommun; A distancia; SEK 75.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work (from Sweden)

International team

Descripción de la vacante

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

Formación

• 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

Responsabilidades

• 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

Conocimientos

Recruitment

Training & QA

Quality assurance

Travel industry knowledge

Amadeus

LinkOnline

English

Swedish

Remote team experience

Team development

Herramientas

Zendesk

Teamtailor

Amadeus

Descripción del empleo

Who we are?

We Dibbers are passionate travel enthusiasts who want to make travel planning as easy as possible - a few clicks and you are ready to go! We have built a Swedish cutting-edge online platform to streamline and digitalize the travel experience for companies, individual travelers and wanderlust groups. We are an innovative team who moves the limits and who loves to celebrate success!

About the role

DIB Travel is looking for a Training, Quality & Recruitment Manager to own how we find, train and develop our Travel Support team, from analyzing where in Europe to recruit to making sure every agent delivers top quality. You will own the full journey of every Travel Support Agent: from the first job ad to the day they handle complex travel cases on their own. You also own support quality: how we measure it, follow it up and keep raising the bar. You report to the Head of Travel Support. The role has no direct reports; instead, you work closely with the Support Managers and Team Lead.

What you'll do?

Recruitment

• Work with the Head of Travel Support and the Support Managers to forecast hiring needs based on volume, seasonality and growth
• Own end-to-end recruitment process for Travel Support Agents and Team Leads, combining EU labor market analysis to identify the best hiring markets and build a strong pipeline of qualified, multilingual, and remote talent

Onboarding and training

• Design and run onboarding that gets new agents productive quickly and confidently
• Build and maintain training on our platform, travel products (GDS, airlines, hotels, rail), policies and customer communication
• Use QA results, customer feedback and input from managers and team leads to see 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

Quality

• 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

Follow-up and improvement

• 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

Who you are?

Requirements

• 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

Nice to have

• Hands-on experience as a travel agent or travel support agent
• Experience hiring and training remote or distributed teams
• Experience working in Zendesk is a huge plus
• Experience with Teamtailor or a similar recruitment system, and with setting up tools for training and internal knowledge sharing
• Additional Nordic or European languages

What's awesome about working at DIB?

• An opportunity to play a key role with real impact on how our support team grows and performs
• You can have freedom to have a real impact, to build and shape processes, not just follow them
• A friendly, international team in a growing Swedish travel tech company
• Remote work, preferably from Sweden, with flexible working hours

If you enjoy working with people and seeing them grow, you are clear and warm in how you communicate, comfortable working with numbers and feedback, and happy to roll up your sleeves in a fast-moving scale-up