Training and Quality Coordinator (m/f/d)

🎯 Your Mission

As a Quality & Training Specialist, you’ll play a key role in elevating the performance, expertise, and service quality of our Customer Operations teams. You’ll work closely with internal Customer Relations teams, external call-center partners, and cross-functional stakeholders to ensure a seamless and high-quality customer experience while continuously improving training and processes.

Your key responsibilities will include:
• Design and deliver impactful training programs to drive agent upskilling and ensure consistent service excellence across internal and external teams.
• Collaborate with call-center partners and internal stakeholders to monitor performance, apply best practices, and ensure full alignment with procedures and brand standards.
• Analyze and optimize service quality, leveraging KPIs (NPS, response time, handling duration, tool usage) and customer feedback to identify areas for improvement.
• Maintain and enrich training and knowledge content, ensuring resources are up to date, accessible, and engaging.
• Foster a culture of quality across all teams by sharing insights, leading workshops, and implementing corrective or improvement actions.
• Drive continuous improvement projects, staying informed on customer service and travel industry trends to strengthen efficiency, productivity, and customer satisfaction.
• Travel regularly to visit and support our external call-center partners abroad, ensuring alignment and operational excellence on the field.