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Who we are
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have more than 30,000 employees 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.
Trip.Biz is a digital business travel management company powered by Trip.com Group, providing an all-in-one solution built on human-centric technology and rich inventory. Headquartered in Singapore, Trip.Biz has already garnered the trust of over 15,000 large-scale corporations and more than 980,000 small to medium-sized enterprises in business travel across the globe. We level up corporate travel to save time and cost while our clients succeed in business.
Who we are looking for
We are seeking a Senior Quality Control Assistant within our Edinburgh team, a pivotal role dedicated to enhancing customer satisfaction across our operations. This individual will be responsible for ensuring that every customer interaction aligns with Trip.Biz's service standards and business goals. As an essential member of our EDICC service team, the role involves observing, analysing, and evaluating consultations across all channels. The Senior QC Assistant will provide actionable feedback to service teams on critical business behaviours and competency mastery, working closely with service management, the QC team, and the Training team to enhance customer experience and operational efficiency. This position reports to our UK Service Manager and Overseas Quality Lead and will participate in global quality monitoring for KULCC and MNLCC this year.
What you will get in return
Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:
* 33 days annual leave
* Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
* Employee well-being program, Employee Assistance Program and enhanced sick pay
* Extensive learning opportunities and resources to further your career
* Annual travel points which can be redeemed at Trip.com towards your next adventure
* Enhanced family policies (maternity/paternity/adoption)
* Life and health insurance
* Birthday cake on your birthday
* Free on-site gym
* Hybrid working
* Frequent employee engagement events
* Refer a friend bonus scheme
Alongside our excellent benefits package, we are committed to investing in your learning and development to support you building a career at Trip.com.
Working hours - Your normal hours of work per week will be 37.5 hours, Monday through Sunday, with one unpaid hour for lunch with rotational shift patterns ranging from 8.30am to 11pm.
Location - Our contemporary workspace is based at Lochrin Square in Fountainbridge, Edinburgh.
What you'll be doing
* Evaluate the performance of Trip.Biz Service Overseas teams (KULCC, MNLCC, and EDICC) by monitoring customer consultations and system operations across various channels.
* Communicate with service teams regarding issues identified during quality monitoring and assist them with performance improvement.
* Partner with TL/service managers to ensure that KPI targets are consistently achieved.
* Conduct Root Cause Analysis (RCA) to identify knowledge gaps and address them through continuous communication, coordinating with the service management, the QC team, and the Training team to develop skills and talent.
* Lead or participate in initiatives aimed at enhancing service quality and handling efficiency.
* Assist with ad hoc projects assigned by the service management or supervisors.
What you'll need
* Diploma or relevant qualification or above.
* Full command of major GDS and other standard operational systems in the industry.
* Strong command of computing skills, especially MS Excel and PPT.
* Analytical skills to identify service level trends, successful cases, and business improvement opportunities at the agent, team, or department level.
* Strong written and verbal communication skills, with the ability to confidently convey information concisely in both one-on-one or public speaking situations.
* Exceptional organisational skills with a keen attention to detail.
* Able to work under pressure and meet tight deadlines.
* Excellent cross-cultural communication skills.
Desired but not essential
* Proven experience in operation management or quality management in call centres, preferably in the TMC industry.
* Previous experience in complaints handling and escalation.
Why Trip.com Group
We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports personal growth and career development. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by taking the first steps in your career with us!
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