CX Quality Assurance Lead - (Hybrid)
We're seeking an experienced CX Quality Assurance Lead to join our CX team in Barcelona (Hybrid).
Why eDreams ODIGEO
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
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 in the development and deployment of new initiatives, tools, and process redesigns, prioritising optimal customer outcomes.
Conduct thorough data analysis to understand

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