CX QUALITY ASSURANCE LEAD - (Hybrid)
We're seeking an experienced CX Quality Assurance Lead to join our CX team in Barcelona (Hybrid).
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. Prime members are subscribed to general travel, gaining access to a comprehensive multi-product offering for all their travel needs—including hotels, rail, flights, dynamic packages and car rental, among others— compounded by industry-leading flexibility features and exclusive, member-only benefits.

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a CX Quality Assurance Lead in the CX team, you will be in charge of:




Develop and implement quality assurance strategies that significantly impact customer support performance, working closely with the central team and contact centers.
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 optimize 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.
Flexible and adaptable, able to juggle multiple projects, including on-site support.
Exceptional analytical skills, adept at interpreting data related to customer behavior and retention.
Leadership and project management expertise.
Prime Plus membership, competitive salary and benefits pack

📌 CX Quality Assurance Lead (Barcelona)
🏢 Traveltechessentialist
📍 Barcelona