Quality Assurance Representative in Madrid

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, lastminute.com is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink".

lastminute.com is part of lm group, a publicly-traded multinational Group, among the worldwide leaders in the online travel industry. Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 million unique users that search for and book their travel and leisure experiences.

More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel-related products and services

#LiveBold #BeYourself #OwnIt - If these values speak to you, come join us!

There couldn't be a more exciting time for you to become part of our team, since we are moving into AI-driven Quality Assurance to gain even deeper insights into the thousands of conversations we have with our customers every day and use them to drive our businesses ahead.

And we need your support in monitoring and evaluating these interactions across various channels and turning your findings into actionable data to improve the Customer Experience for our Spanish clients.

What you would be doing

• Quality Assurance Monitoring

  • Accurately perform quality monitoring and evaluations either manually or via our AI tool on multi-channel interactions and check them for compliance with LMN procedures to provide outstanding customer service

  • Perform in-depth analysis on set topics as requested by the wider business

  • Interact with internal and external stakeholders like Training and Process & Procedures to provide feedback and drive improvements based on quality monitoring and analysis

• BPO Vendor Management

  • Achieve and maintain set Quality Assurance KPI targets by:

    • Creating a successful collaboration with our BPO Quality Assurance teams to drive performance by providing regular feedback

    • Attending internal and vendor meetings and functions as assigned (weekly catch-ups, calibration sessions, ad-hoc meetings)

    • Prepare, attend and present regular BPO Performance meetings

• Teamwork

  • Thrive as a team player in a fast-paced, high-energy, change-oriented and multi-cultural environment

  • Drive process and procedure improvements in the Quality Assurance Team

  • We are very busy, so prioritizing and time management will be essential

What we are looking for

• Excellent communication skills in Spanish (preferably native) & English (advanced) – both written and spoken

• Excellent analytical skills - Excel, google sheet

• Assertiveness and can-do attitude

• Experience in providing feedback at a professional level is a plus

• Have an eye for detail

• Knowledge of airline Global Distribution Systems (GDS) is an advantage

Abilities/qualities

• Excellent organizational and time management skills

• Strong written and verbal communication skills

• Ability to work independently and multi-task

• Ability to work effectively in a diverse group as well as independently

• Strong interpersonal and team working skills

Benefits

• Multicultural & Multi-lingual team environment

• Travel discounts through our website Lastminute.com (staff intranet)

• Smart Working Policy