About Us
Since 2014,
Trip.com 's Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world.
With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.
The Role:
We are seeking a passionate and enthusiastic Quality Controller to join our team in our Edinburgh office.
You will be detail-oriented, have a keen eye for precision, and possess a track record of ensuring high standards. Your dedication to quality and excellence will shine through in all your tasks, as you work to maintain and enhance our product and service standards.
Location: 1 Lochrin Square, Edinburgh
Hours: Full-time, 37.5 hours per week.
In this Role, you’ll get to:
- Auditing customer contacts: Evaluate customer contacts to ensure the quality of service delivered by advisors.
- Analyse Customer Dissatisfaction: Identify root causes of dissatisfaction, unmet expectations, and procedure/product gaps.
- Collaborate Across Teams: Work with other teams to address business needs and ensure appropriate actions are taken.
- Support Team Leaders: Assist with monthly business reviews and support the Training Team by evaluating new employees' initial contacts.
- Adopt Quality Standards: Complete monthly evaluations and provide weekly feedback to stakeholders for language team agents.
- Audit and Feedback: Audit praises, errors, customer feedback and discuss action plans with stakeholders to improve performance.
- Spot-Checks and Root Cause Analysis (RCA): Perform spot-checks and RCAs as scheduled by the EU quality team or headquarter.
- Calibrations: Calibrate internal and external stakeholders to maintain and update Quality Standards.
- Manage Individual Projects: Own or co-own improvement projects to support Quality or KPI enhancement.
- Additional Support: Provide support for any Performance Improvement Plans for advisors from the respective language team.
What you'll Need to Succeed:
- Previous contact centre experience within the same role or similar.
- Must be fluent in English and French both verbally and written.
- Communication and Teamwork: Ability to work effectively within and across teams.
- Analytical Skills: Strong ability to analyse data and identify patterns.
- Attention to Detail: High level of accuracy and thoroughness.
- Critical Thinking: Strong reasoning and problem-solving skills.
- Excel/Data Tools Proficiency: Excellent skills in Excel and other data analysis tools.
- Flexibility: Adaptability to unexpected changes in business requirements.
- Independent Working & Time Management: Ability to work independently and manage a high workload.
- Quality Performance: Proven track record of strong quality performance (minimum 3 months).
- Quality Control Knowledge: In-depth understanding of quality control procedures and business standards.
- Organisational Skills: Strong organisational abilities.
- Math and Statistical Methods: Knowledge of math, data analysis, and statistical methods.
- Communication Skills: Excellent communication and listening abilities.
- Desired but not essential: Travel & Tourism industry experience
Why You’ll Love Working Here
- 33 days annual leave (including bank holidays)
- 3 extra days for parents/guardians, plus long service leave after 10+ years
- $600 USD in Trip Coins annually to spend on your next adventure
- Monthly performance bonuses & $450 USD refer-a-friend scheme
- Health cash back plan for dental, optical, physiotherapy, massages & more
- Employee Assistance Program, wellbeing support & enhanced sick pay
- Enhanced family policies (maternity, paternity & adoption)
- Life insurance worth 4x your annual salary
- Hybrid working options (based on performance)
- Free on-site gym and discounted memberships at Nuffield Health & PureGym
- Continuous learning & genuine career development opportunities
- Birthday & service anniversary celebrations with gift cards and cake
- Regular team events, social activities, and recognition programmes.
- Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!
Culture
At Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!
Find out more job opportunities at https://careers.trip.com
Have a good trip, and see you soon!
