Quality Assurance Manager - Customer Experience

At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

The impact you’ll have:

Reporting to the Director of Customer Strategy, the Quality Assurance manager will lead the development and execution of a Quality programme designed to stepchange and continuously improve the service our Contact Centre delivers to our customers.

Operating across 4 markets, with further expansion planned, you’ll be responsible for ensuring loveholidays consistently delivers an exceptional customer experience as we scale, through detailed measurement and analysis of our customer contacts and ongoing coaching of our agents.

Your day-to-day:

• Directly manage the inhouse Quality Team (2 FTE) and have indirect oversight of the Quality Teams in our outsource partners (currently 22 FTE across India and South Africa)
• Refine the quality standards used as the basis for ongoing monitoring which will help determine where our service is excelling and where it is falling short
• Design and oversee the program for regular monitoring and evaluation of customer interactions (calls, chats, tickets) to assess quality and compliance with our standards, policies and procedures
• Prepare and present regular reports on quality metrics, trends, and recommendations to the Customer Service and Customer Strategy Management teams, including our Outsourcers. You may be required to visit our outsourcer partners once a year to better understand the operation and to build relationships
• Enable individual performance to be shared with agents and ensure detailed feedback and coaching is delivered regularly
• Identify trends across the agent population and collaborate with the Global Training Team to develop training programs which directly address these areas for improvement and ensure quality standards are met
• Analyse quality data and share insights with broader Customer Strategy team to feed into service design, continuous improvement and Workforce Management planning
• Lead RFP process to introduce AI-enabled QA tool, embed new tool across organisation and be responsible for tooling ongoing.

Your skillset:

• Proven experience of being responsible for Quality Assurance in a large, complex Contact Centre
• Have a passion for quality and an eye for detail, inspiring others to take pride in delivering exceptional customer experiences, and have demonstrated an ability to contribute to / build a culture which champions quality
• Data driven and comfortable being hands on with data to deliver insights
• Proven experience of delivering process improvement
• Collaborative and strong stakeholder management skills to ensure you can influence peers to drive action

Not necessary but would be desirable to have:

• Experience of implementing QA software

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you, your family and friends
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
• Enhanced maternity/paternity leave
• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.

The interview journey:

• Talent Acquisition Screening Call - 30 mins
• Virtual Interview with Hiring Manager - 30 mins
• Final Stage interview in-office with Hiring Manager and Internal Stakeholder (Including presentation) - 1 hour