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Call Centre Quality Checker

4 months ago

Edinburgh, United Kingdom Trip.com Full time

Job Description

**About Us**
- We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

**Introduction**
- As we continue to grow our Customer Service advisor population in Edinburgh we are now searching for Quality Checkers to support our site.

**Key Roles and Responsibilities**
- Provide feedback on quality reviews to call centre employees and management
- Identify and monitor trends, quality risks and quality concerns or issues
- Collaborate with the training and operational management team to identify training needs and assist with the training deliver related to customer experience
- Participate in continuous quality improvement initiatives related to customer experience
- Serve as a resource to staff regarding quality and customer experience concerns
- Perform quality check on all contact service forms returned ensuring appropriate measures for feedback is in place
- Review various reports to ensure that contact service forms have been resolved timely and accurately
- Produce a weekly, monthly and quarterly reports to be shared with the team leaders and management teams identify training and coaching opportunities

**Qualifications**
- Call centre QC experience is essential; previous experience within Travel or Hospitality is desirable
- Must be fluent or proficient in English and German both written and spoken
- Currently display role model behaviours
- Willingness to learn and develop your own coaching and briefing skillset
- Currently deliver high quality customer experience
- Great communication, listening and people skills
- A quick learner, open to new challenges

**What’s more?**
- Extensive learning opportunities and resources to further your career
- 32 days holidays (including 8 bank holidays)
- An Employee referral program that rewards you for inviting friends to come to work with us
- Enhanced family friendly policies to support your family whatever the circumstances
- Life assurance to give you peace of mind
- Employee well-being program: discounted gym memberships, health cash plan, enhanced sick pay, and an Employee Assistance Program
- Team building activities to encourage a sense of fun and belonging
- We celebrate a diversity and our cultural wealth by raising awareness and hosting events on-site

Have a good trip, and see you soon