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We’re seeking an experienced CX Quality Assurance Lead to join our CX team in Barcelona (Hybrid).
Why eDreams ODIGEO
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- We’re the world’s leading travel subscription platform
- We pioneered Prime, the first and world’s leading travel subscription programme since launching in 2017.
- Millions of Prime members every year across multiple markets.
- 5 brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo
- This 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.
- Diversity is our strength that’s why our eDOers are coming from different nationalities from all continents – 99% permanent contracts
Responsibilities
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- Develop and implement quality assurance strategies that significantly impact customer support performance,
working closely with the central team and contact centres.
- Facilitate calibration sessions with a primary focus on customer service quality and adherence to support standards.
- Regularly revise QA monitoring forms, policies, and training materials, ensuring they are tailored to optimise support delivery and customer satisfaction (CSAT).
- Proactively suggest improvements to our quality assurance program, with a specific emphasis on strategies that enhance overall support efficiency and resolution quality.
- Serve as the Quality Point of Contact (POC) for Customer Service, mentoring teams and addressing queries related to quality measures.
- Take charge of quality KPIs (e.g., CSAT, FCR, QA scores), collaborating with delivery centres to foster operational enhancements that boost service excellence.
- Lead and manage projects aimed at implementing or refining QA processes that support customer goals.
- Participate i
📌 CX Quality Assurance Lead (Barcelona)
🏢 Edreams Odigeo
📍 Barcelona
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