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CX Quality Assurance Lead (Travel)
Описание вакансии
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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.