CX Quality Assurance Lead (Travel)

TL;DR

CX Quality Assurance Lead (Travel): Developing and implementing quality assurance strategies to enhance member retention and loyalty within a travel subscription platform with an accent on customer service quality and operational efficiency. Focus on managing retention-related quality KPIs, conducting data analysis on customer behavior, and optimizing QA processes across delivery centers.

Location: Hybrid (Barcelona, Spain). Relocation support is available.

Company

World's leading travel subscription platform powered by a proprietary AI platform delivering personalized travel experiences across five global brands.

What you will do

• Develop and implement quality assurance strategies to significantly improve member retention and loyalty.
• Facilitate calibration sessions focused on customer service quality as it relates to retention.
• Revise QA monitoring forms, policies, and training materials to align with retention goals.
• Manage retention-related quality KPIs and lead projects to refine QA processes.
• Conduct deep data analysis on customer behavior trends to identify service improvements.
• Onboard and align new delivery centers with the company's retention quality standards.

Requirements

• Solid background in Quality Assurance with a strong emphasis on customer retention strategies.
• Deep understanding of customer service dynamics and their influence on member loyalty.
• Exceptional analytical skills for interpreting customer behavior and retention data.
• Leadership and project management expertise in customer retention initiatives.
• Must be based in or be able to relocate to Barcelona, Spain.

Nice to have

• Experience using practical AI tools such as Gemini or other AI-powered assistants.
• Curiosity and eagerness to integrate emerging AI-driven solutions into workflows.
• Ability to leverage AI tools to streamline processes and enhance productivity.

Culture & Benefits

• Hybrid home-office model focused on outcomes and work-life balance.
• Competitive compensation package including performance-based bonuses and flexible benefits.
• Relocation support and premium equipment with a device ownership program.
• Continuous learning opportunities via free Coursera access, tech training, and leadership workshops.
• Internal mobility through personalized career paths and the eVOLVE Program.
• Vibrant team culture with after-work events, sports tournaments, and no dress code.