CX Quality Assurance Lead - (Hybrid)

CX QUALITY ASSURANCE LEAD - (Hybrid) As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us! We're seeking an experienced CX Quality Assurance Lead to join our CX team in Barcelona (Hybrid). If you're ready to soar, we're ready to take you there. 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 Prime members are subscribed to global 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. What you will do: The Role's Key Responsibilities and Tasks 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. 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 centers 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, prioritizing optimal customer outcomes. Conduct thorough data analysis to understand trends and identify areas for improvement in customer service that directly affect support performance. Prepare and analyze detailed quality reports with an emphasis on support quality metrics, presenting findings to management. Onboard and align new delivery centers with our customer quality standards. What do you need to succeed: Good to have Bring your unique perspective, speak up, and offer disruptive solutions. You'll have the opportunity to learn and grow while making a real impact on our team. Here's what you need to succeed: Self-motivated with a proactive, can-do attitude. Strong ability to collaborate in cross-functional teams. Extremely organized and detail-oriented. Excellent communication skills, capable of guiding and inspiring teams toward achieving goals. 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. Preferred Qualifications Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini, or other AI-powered assistants. Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI-driven solutions into workflows. AI-Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity. Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities. What's in it for you? The best talent deserves the best benefits At eDO, 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 premium equipment with role-based selection options and device ownership through our equipment lifecycle program when it reaches its refresh cycle. 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 outcomes. 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. Wanna take a peek into what it's like to work at eDO? Follow us on LinkedIn and discover more about life at eDO! If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel. We 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. Don’t meet every requirement? 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 nevertheless. Apply now! #LI NN1 #Hybrid