Quality Improvements Specialist
4 weeks ago
Description
Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industrys tech wonder and the best in the world at what we do.
Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.
About The Role
Were seeking a Quality Improvements Specialist to join our team and enhance the customer experience by identifying areas for improvement and driving impactful changes.
Requirements
- Lead and participate in customer service quality improvement projects
- Analyze CSAT data and customer feedback for actionable insights
- Utilize AI tools (e.g., sentiment analysis) to assess customer interactions
- Conduct in-depth analysis of customer trends and communication channels
- Work cross-departmentally to identify issues and share best practices
- Develop and maintain quality reviews and reporting systems
- Collaborate with internal teams and outsourcing partners to implement solutions
Required Skills & Experience
- Experience with AI tools in call centers
- Strong proficiency in Excel, Google Docs, and data analysis
- Ability to simplify complex data and present it clearly
- Excellent communication skills
- Self-motivated and highly organized
- Strong analytical and problem-solving skills
- Fluent in English
Nice-to-Haves
- Experience in call center quality management
- Familiarity with Genesys or GDS (Global Distribution Systems)
- Background in the Travel & Tourism industry
- Proficiency in additional languages (Spanish, French, Portuguese, Korean, Japanese)
- Experience working with outsourcing partners
- Bachelors degree in Business Administration or Data Analytics
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