lm group is a publicly traded multinational Group, among the worldwide leaders in the online travel industry, and we operate a portfolio of well-known brands such as lastminute.com, Bravofly, Rumbo, Volagratis and Jetcost.
Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 43 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services.
The Quality Team is part of the Operations Support and Quality Assurance department, which supports all aspects of the operations business with particular focus on the customer experience, efficient transaction processing and providing mission critical linkages between Lastminute and our partners.
As Quality Analyst you will be managing all quality aspects of one of Lastminute largest BPOs (Business Process Outsourcer).
You will be responsible to provide detailed information, reports and recommendations to operational teams and interact collaboratively. Through this collaboration you will determine and set the requirements and parameters you will use for monitoring and researching transactional work from the support center.
Your ultimate success is defined by delivering actionable information to our customers with options that enhance and improve the operational environment including, but not limited to changes to our processes, policies, guidelines and training.
Main activities will include:
Analyze and research to understand trends and identify red flags, using info from monitoring and other data sources
Active participation in operational meetings explaining quality monitoring findings and providing recommendations
Lead calibration and coaching sessions with internal and external customers, including large global BPOs (business process outsourcers)
Responsible to projects for improving quality of service from our BPOs
Maintain and distribute basic reporting on quality analysis work
Other duties as assigned
Essential
Excellent problem solving and analytical skills with attention to details
Native English speaker with strong focus on English customers needs.
Fluent in Italian, Spanish knowledge would be beneficial.
Business Analyst or equivalent analytical experience
Ability to work effectively in a diverse group as well as independently
Strong interpersonal and team working skills
Intermediate to advanced knowledge airline Global Distribution Systems (GDS)
Strong analytical ability for complex problems
Ability to multi-task and keep up with a fast-paced environment