About the Role
We are seeking a skilled CX Quality Assurance Lead to join our Customer Services team based in Barcelona. As a key member of our central team, you will develop and implement quality assurance strategies that significantly impact member retention, working closely with contact centers.
Why eDreams ODIGEO?
Join the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe.
* 21 million customers
* 44 markets
* 5 brands
* 6.5M members in Prime
The Company Culture
eDreams ODIGEO is a leading travel tech company, revolutionizing the travel booking experience through consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.
The Role's Key Responsibilities and Tasks
1. Develop and implement quality assurance strategies that significantly impact member retention, working closely with the central team and contact centers.
2. Facilitate calibration sessions with a primary focus on customer service quality as it relates to member retention.
3. Regularly revise QA monitoring forms, policies, and training materials, ensuring they are tailored to boost member retention and loyalty.
4. Proactively suggest improvements to our quality assurance program, with a specific emphasis on strategies that enhance member retention.
5. Serve as the Quality Point of Contact (POC) for member retention, mentoring teams and addressing queries related to retention-focused quality measures.
6. Take charge of retention-related quality KPIs, collaborating with delivery centers to foster operational enhancements that boost member loyalty.
7. Lead and manage projects aimed at implementing or refining QA processes that support member retention goals.
8. Participate in the development and deployment of new initiatives, tools, and process redesigns, prioritizing member retention outcomes.
9. Conduct thorough data analysis, focusing on understanding trends and identifying areas for improvement in customer service that directly affect member retention.
10. Prepare and analyze detailed quality reports with an emphasis on member retention metrics, presenting findings to management.
11. Onboard and align new delivery centers with our member retention quality standards.
What You Need to Succeed
* Solid background in Quality Assurance with a strong emphasis on customer retention strategies.
* Deep understanding of customer service dynamics and how they influence member loyalty and retention.
* Exceptional analytical skills, adept at interpreting data related to customer behavior and retention.
* Leadership and project management expertise, particularly in initiatives aimed at improving customer retention.
* Excellent communication skills, capable of guiding and inspiring teams toward achieving retention goals.
* Flexible and adaptable, able to juggle multiple projects, including on-site support.
What's In It For You?
* A rewarding compensation package, including Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support, and the possibility of choosing your equipment and keeping it for free after 3 years.
* Continuous learning to fuel your growth and explore new horizons, including free Coursera access, soft skills workshops, tech training, leadership development, and more.
* Grow opportunities to empower your career, and unleash your potential, including personalised career paths and the eVOLVE Program to help you discover, grow, and thrive.
* Your well-being is our priority, with flexibility, employee care, and transparency. Enjoy a hybrid home-office model focused on outcome, not time-in-seat, and find the right work-personal life balance that suits you best.
* Work hard, party hard, with a dynamic and healthy environment that encourages innovation, risk-taking, and sharing ideas. Our diverse and open-minded teams support high performance, learning, and growth, and recognition is at our core.
Ready to Take Your Career to New Destinations?
If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further. Apply now and help our diverse, inclusive, and passionate team shape the future of travel.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Our people are the key to our success, and each one of them is unique in their own way. The respect for their uniqueness is and will always be a passion and motivation.