Quality Assurance Manager, loveholidays
Customer Experience
3+ days a week in office (Shortlands, London)
Holiday booking service
Be an early applicant
Holiday booking service
201-500 employees
Be an early applicant
3+ days a week in office (Shortlands, London)
201-500 employees
Company mission
Loveholiday's mission is to create the ultimate online travel experience.
Role
Who you are
- 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
Desirable
- Experience of implementing QA software
What the job involves
- 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
- 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
Application process
- 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
Salary benchmarks
Our take
Travel, both domestic and overseas, has been a huge part of the British economy since the late 20th century. In 2019, UK residents spent £43 billion on foreign holidays - almost double the amount spent a decade before.
Despite travel companies suffering considerable reputation damage back in 2020, as they struggled to refund customers whose booked holidays were suddenly cancelled, the appeal of companies like loveholidays to holidaymakers will undoubtedly endure seeing as they make the process of booking holidays much easier.
In the nearest future, loveholidays will need to focus on maintaining its reputation, especially given the wide array of direct competitors who could steal market share. At present, however, loveholidays is still one of the fastest growing online travel agents. If it can keep up the practices which have brought it success over the past 10 years, loveholidays is still in a good position to keep its growth strong for few years to come.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
44% female employees
39% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"The company has made a deliberate decision to invest in great engineers and give us the autonomy and accountability to pick the best tool for the..."
Funding (2 rounds)
Oct 2016
$3.8m
EARLY VC
May 2011
$2.6m
EARLY VC
Total funding: $6.4m
Company benefits
- Discounted holidays for you, your family and friends
- 25 days of annual leave + bank holidays
- Company pension contributions at 5%
- Individual training budget for courses, seminars and memberships to professional bodies
- High degree of autonomy in a strong collaborative environment
- Cycle to work scheme, season ticket loan and eye care vouchers
- Hybrid working with 3 days working in our office (London) and 2 days WFH per week
- Sustainably sourced fruit baskets in the office kitchen
- Increased annual leave for long service
- Ability to buy and sell annual leave
- Enhanced maternity pay = 6 weeks of full pay and 20 weeks at 50% pay
- Enhanced paternity pay = 4 weeks of full pay
Company values
- We are entrepreneurs - We’re proudly commercial, we do more with less, we own the decisions we make and the actions we take
- Everything is written in pencil - As we grow, we think smaller, act quicker and continuously evolve the way we organise our work
- We organise for speed - A flat structure with small teams, allows us to move quickly
- We believe in Team - We’re all in it together
Company HQ
Hammersmith, London, UK
Articles
Leadership
Jonny Marsh
(Non Executive Director)An engineering graduate from the University of Bath, Jonny is also the founder and ex-CEO of nmqa Ltd and co-founder of travelmatch. He served as Loveholiday's COO until 2019.
Alex Francis
(Non Executive Director)Founded travelmatch in 2007 and then loveholidays in 2012, quickly becoming the fastest growing business in the UK by 2019. Now acting as a non-exec for the business since stepping down as CEO in 2020.
People progressing
Joined as UX/Design Manager in 2011, promoted 3 times in 10 years to current position of Lead User Researcher, having previously worked as Senior Product Designer.
Diversity, Equity & Inclusion at loveholidays
Clodagh Beatty (Head of Talent Management, Learning & DE&I)
- We recently hired a Head of L&D, Diversity, Equity & Inclusion to support us in our ongoing commitments to creating an inclusive environment, as well as providing growth opportunities for all our employees
- We want all applicants to feel they can belong at loveholidays
- We have employees from all walks of life and we are only interested in assessing your skills, attitude and talent!
- We support Employee Resource Groups - recently launched our Women's Network at loveholidays
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