CX Quality Assurance Lead (Hybrid)
eDreams ODIGEO is the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe.
We are looking for a CX Quality Assurance Lead to join our Customer Services team based in Barcelona.
The Role's Key Responsibilities and Tasks:
* Developing and implementing quality assurance strategies that significantly impact member retention, working closely with the central team and contact centers.
* Facilitating calibration sessions with a primary focus on customer service quality as it relates to member retention.
* Regularly revising QA monitoring forms, policies, and training materials, ensuring they are tailored to boost member retention and loyalty.
* Proactively suggesting improvements to our quality assurance program, with a specific emphasis on strategies that enhance member retention.
* Serving as the Quality Point of Contact (POC) for member retention, mentoring teams and addressing queries related to retention-focused quality measures.
* Taking charge of retention-related quality KPIs, collaborating with delivery centers to foster operational enhancements that boost member loyalty.
* Leading and managing projects aimed at implementing or refining QA processes that support member retention goals.
* Participating in the development and deployment of new initiatives, tools, and process redesigns, prioritizing member retention outcomes.
* Conducting thorough data analysis, focusing on understanding trends and identifying areas for improvement in customer service that directly affect member retention.
* Preparing and analyzing detailed quality reports with an emphasis on member retention metrics, presenting findings to management.
* Onboarding and aligning new delivery centers with our member retention quality standards.
You will have clear objectives, great challenges, and a clear overview of how your work contributes to the global company project and its customers.
We want you to be a part of our success story and great culture. Here's what we offer:
* A rewarding compensation package 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, even better, keeping it for free after 3 years.
* Continuous learning to fuel your growth and explore new horizons Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
* Grow opportunities to empower your career, and unleash your potential Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
* Your well-being is our priority. Embrace freedom and flexibility At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You'll be able to find the right work-personal life balance that suits you best.
* Work hard, party hard We believe in having fun and connecting with colleagues Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
* Enjoy a dynamic and healthy environment Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.