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    Quality Assurance Specialist - Barcelona, España - Exoticca

    Exoticca
    Exoticca Barcelona, España

    hace 3 semanas

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    De jornada completa
    Descripción

    What is Exoticca?

    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, , 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 for new partners to help us create the best and most forward-thinking travel company of our generation.

    What is our proposal?

    Exoticca is looking for an experienced Quality Assurance Specialist to join our Sales & Customer Experience department, supporting the delivery of training and quality monitoring to our internal team. The QA Specialist will work directly with our QA Manager to assist in creating, developing, and implementing quality assurance procedures. In addition, she/he also provides recommendations and action plans to improve the team and individual's customer service performance.

    This position is a vital role in growing and retaining our talent while also driving customer satisfaction effectiveness, ensuring quality and compliance.

    With a great perspective on all our operations in the different countries we are operating in, providing a 24/7 service, your role consists in engaging the team into a 5 stars service aiming to the long-term success of the company.

    What will you do?

    • Help lead a quality assurance program to track and measure process and procedure compliance, agent performance quartiles, root cause DSAT drivers, and data analysis.
    • Perform quality checks using a transaction monitoring scorecard and/or toll for various lines of business across channels including inbound phone, outbound phone, chat, email, and offline tasks.
    • Listen to calls and assess offline interactions as part of quality assurance.
    • Translate data insights into actionable agent-level performance improvement objectives and glide path targets.
    • Leverage data insight to help identify process, procedure, and knowledge gaps.
    • Perform data analytics to identify DSAT root cause drivers.
    • Prepare data insights to show quality trends data points including NPS, Trustpilot, CSAT, ASAT, FCR, and transaction monitoring scores.
    • Prepare and present comprehensive WBR/QBR quality reports to key stakeholders.

    You have:

    • Passion about customer service and sales
    • Passion about travel and exotic destinations
    • Excellent verbal and written communication skills: you are able to share clear, precise, and professional feedback and insights.
    • Self-starter, self-managed, responsible, dedicated, and tenacious attitude.
    • Agile mindset and solution driven approach.
    • Ability to work autonomously and support peers when needed.
    • Ability to deal with ambiguity and take the right decision.
    • Willingness to participate in team calibrations and committing to final team alignments.
    • Resilience: Don't get easily discouraged or frustrated.
    • Ability to multitask, prioritize, and manage time effectively.
    • Expertise and competence in using multiple systems concurrently.
    • Lastly, you how to have fun, strive for success, and celebrate achievements.

    Requirements

    • Strong knowledge of Amadeus (Flights) GDS.
    • Advanced analytical and data analysis skills are required.
    • Minimum 1 year of experience as a quality assurance analyst in a call center / BPO environment.
    • Experience and/or knowledge using a performance management/QA system (ie: Playvox, Verint, EvaluAgent, Sprinklr).
    • Demonstrated knowledge of quality assurance programs and methodologies.
    • C1/C2 level English (verbal, reading, writing) is required
    • B1/B2 level in Spanish (verbal, reading, writing) is preferred.
    • Experience in a BPO supporting the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.
    • Report writing, data visualization, and presentation skills are highly desired.
    • Salesforce knowledge and experience are highly desired.
    • Familiarity with CRM, order management, and contact management systems and practices is a plus.
    • Bachelor's degree in business, data science, mathematics, or management preferred; an equivalent combination of education and experience may be substituted in lieu of a degree.

    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 with Cobee.
    • Hybrid work model: you can work from home and 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
    • Referral bonus, if you bring people as talented as you.
    • Unlimited coffee/tea, team lunches, bi-annual company 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.

    #LI-Hybrid

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