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Quality Assurance Manager
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Location: UK
Job type: Permanent
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Sector: Quality Control & Assurance
Job Role:
We are significantly outperforming the market with regards to growth, and we are on our way to become the global challenger in the online travel space, whilst keeping our startup mentality. With our 5 brands and an extensive portfolio of >40 websites we are market leader in several countries and growing rapidly on all continents. We are passionate about everything we do. On a daily basis, we help thousands of people to find the best flights. We inspire them and guide them through their travel journey. We grow talent. “We move people”
Quality Assurance Manager
At this moment, we are hiring a Quality Assurance Manager to provide Customer Service & Excellence agents with clear procedures in order to contribute to efficiency targets and unified way of working. This role reports to the Manager Business Support.
This document describes the key challenges and opportunities of the job. Are you ready to join Travix?
Our aim is to be the best in flights, to be the online global travel retailer offering the best deals to consumers. This is an ambitious goal and will not be possible without the people who work for our brands with entrepreneurial drive each day.
The Challenge
Through clear procedures (e.g. on our systems, third parties systems and software) you are managing a gain in efficiency and contributing to Customer Care vision & strategy. Furthermore you are improving internal communication between the different customer service locations and the main hub in Amsterdam.
Responsibilities
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Provide guidance on how internal and external systems/software can be utilized in most effective and productive way by customer service & excellence center agents.
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Ensure the correct follow up on customer operations processes and procedures.
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Understand the correlation between the different systems being used.
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Pro-actively write agent procedures for new to be launched products
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Continuously seeking opportunities for automation and pro-actively share these with internal stakeholders.
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Setup and maintain canned responses, measure usage, and stimulate Customer Service & Excellence agents in usage.
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Setup and maintain a clear communication line/channel between business and contact & excellence centers
Travix Traits
The key traits we expect a Travix employee to have in our organization are:
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Result driven
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Customer centric
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Teamwork
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Can do mentality
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Data driven
Your Profile
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Bachelor or Master degree in marketing, economics, data-science
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Min. 2 years experience in the OTA or Operational travel business or similar role
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Adequate knowledge of GDS’s, booking flows, travel processes is a definite Benefit.
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Experience in a multinational company and in working with different cultures and/or countries.
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Fluent in English
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Pragmatic with hands-on approach
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Analytical (understanding flows, tools related to processes)
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Experienced in Google Suite, Back Office tools, creating and analyzing reports
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You have the ability to quickly adapt to rapidly evolving and changing business priorities.
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Energetic
Contact
For further information on this opportunity please contact: vborza@travix.com
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