ph3CX Quality Assurance Lead - (Hybrid) /h3 pWe’re seeking an experienced CX Quality Assurance Lead to join our CX team in Barcelona (Hybrid). /p h3Why eDreams ODIGEO /h3 ul liWe’re the world’s leading travel subscription platform /li liWe pioneered Prime, the first and world’s leading travel subscription programme since launching in 2017. /li liMillions of Prime members every year across multiple markets. /li li5 brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo /li liThis entire Prime experience is powered by a proprietary, industry‑leading AI platform that delivers a smarter, hyper‑personalised service and comprehensive travel experience globally to its members. /li liDiversity is our strength that’s why our eDOers are coming from different nationalities from all continents – 99% permanent contracts /li /ul h3Responsibilities /h3 ul liDevelop and implement quality assurance strategies that significantly impact customer support performance, working closely with the central team and contact centres. /li liFacilitate calibration sessions with a primary focus on customer service quality and adherence to support standards. /li liRegularly revise QA monitoring forms, policies, and training materials, ensuring they are tailored to optimise support delivery and customer satisfaction (CSAT). /li liProactively suggest improvements to our quality assurance program, with a specific emphasis on strategies that enhance overall support efficiency and resolution quality. /li liServe as the Quality Point of Contact (POC) for Customer Service, mentoring teams and addressing queries related to quality measures. /li liTake charge of quality KPIs (e.g., CSAT, FCR, QA scores), collaborating with delivery centres to foster operational enhancements that boost service excellence.



/li liLead and manage projects aimed at implementing or refining QA processes that support customer goals. /li liParticipate in the development and deployment of new initiatives, tools, and process redesigns, prioritising optimal customer outcomes. /li liConduct thorough data analysis to understand trends and identify areas for improvement in customer service that directly affect support performance. /li liPrepare and analyse detailed quality reports with an emphasis on support quality metrics, presenting findings to management. /li liOnboard and align new delivery centres with our customer quality standards. /li /ul h3What you need to succeed /h3 ul liSelf‑motivated with a proactive, can‑do attitude. /li liStrong ability to collaborate in cross‑functional teams. /li liExtremely organised and detail‑oriented. /li liExcellent communication skills, capable of guiding and inspiring teams toward achieving goals. /li liFlexible and adaptable, able to juggle multiple projects, including on‑site support. /li liExceptional analytical skills, adept at interpreting data related to customer behaviour and retention. /li liLeadership and project management expertise. /li /ul h3Preferred Qualifications /h3 ul liExperience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini or other AI‑powered assistants. /li liExperimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI‑driven solutions into workflows.



/li liAI‑Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity. /li liAdaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities. /li /ul h3Benefits /h3 ul liPrime Plus membership, competitive salary and benefits package, including adaptable benefits, performance‑based bonuses, birthday day off, discounts and partnerships, relocation support and premium equipment with role‑based selection options and device ownership through our equipment lifecycle program. /li liContinuous learning: free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus a great onboarding program. /li liPersonalised career paths and internal mobility opportunities. /li liHybrid home‑office model focused on outcomes with freedom and flexibility. /li liCulture of fun: after‑work events, padel tournaments, parties, and more with no dress code and free fruit, coffee and tea. /li liA dynamic and healthy environment with innovative, risk‑taking, high‑performance culture and recognition at its core. /li /ul pWe 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. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. If you’re excited about this role but do not feel your experience aligns perfectly with all the requirements, we strongly encourage you to apply anyway. /p pApply now! /p /p #J-18808-Ljbffr

📌 CX Quality Assurance Lead - (Hybrid) (Barcelona)
🏢 Edreams Odigeo
📍 Barcelona