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Quality Assurance Lead (Travel Operations) in Barcelona

Exoticca

Workplace
Onsite
Hours
Full-Time
Internship
No
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Job Description

Exoticca is a company that started in 2013 by professionals specialized in the creation and online distribution of trips. Our mission is to offer our clients the possibility to visit the most beautiful and stimulating places on our planet, though the best holiday packages, at unbelievable prices. We are a highly ambitious and well-funded start-up, backed by top national and international investors that have also participated in the growth of other success stories, such as Glovo, SinDelantal.com, or Idealista, among others.

At Exoticca we are looking for people who want to offer their best to create unforgettable experiences for our customers. We are a young, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.


What is our proposal?

We are looking for a qualified Quality Assurance Lead to manage the Quality area in our Travel Operations team, increasing customer satisfaction, loyalty, and retention. You will be responsible for ensuring standards for productivity and quality are achieved, managing individual and team performance expectations and goals, implementing a quality system that helps us improve our NPS, monitoring real-time KPIs, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.

With a great perspective on all our operations, managing the different countries we are operating in, and providing a 24/7 service, your role consists in engaging the team into a 7 starts service, focused on customer loyalty and satisfaction.


What will you do?

  • Leads our DMC Team and Quality Process Team to define our quality guidelines related to internal processes and providers' behavior.
  • Develop a comprehensive quality assurance program to track and measure Agent Performance across the different tasks.
  • Define the sampling methodology, measurement, frequency, and scorecard attributes across the Travel Operations process and task impacting the flight and Land part of Exoticca Product.
  • Deliver frequent calibration sessions with the quality team and other cross-functional stakeholders to ensure alignment.
  • Focus on ensuring an exceptional quality of service to receive and maintain a positive net promoter score.
  • Supervise, and report DMC inquiries when they affect Exoticca products.
  • Engage, motivating, and developing your team to achieve success and meet customer expectations.
  • Daily supervision, report, and monitoring of KPIs.

Requirements

  • Minimum 2 years of Operations/Quality Assurance experience
  • Fluent English level
  • Advanced analytical and Excellent leadership.
  • Demonstrated knowledge of quality assurance programs and methodologies.
  • Experience working with a DMC is a must.
  • Knowledge about Amadeus / GDS is a plus.
  • Bachelor's degree in business, data science, mathematics, or management preferred.
  • Familiarity with Salesforce, order management, and contact management systems and practices is a plus

Benefits

  • Competitive compensation package in line with job responsibilities and experience.
  • Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance wit Cobee.
  • Hybrid or remote work model: you can work from home or the office at your convenience. Offices in the heart of Barcelona (right next to Plaça Catalunya).
  • Permanent contract from the start.
  • Travel packages at reduced prices as perk for employees!
  • Unlimited coffee, language lessons, quarterly teamwork activities, global biannual parties.
  • And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!

Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law

 

About Exoticca

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