Job description

QUALITY CHECKER – Portuguese Speaker

Location: UK

Language Requirements

· Professional comprehension of both English and Portuguese

About Us

Trip.com Group Limited (Nasdaq: TCOM) is a leading one-stop travel service provider consisting of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group enables local partners and travellers around the world to make informed and cost-effective bookings for travel products and services, through aggregation of comprehensive travel-related information and resources, and an advanced transaction platform consisting of mobile apps, Internet websites, and 24/7 customer service centres. Founded in 1999 and listed on Nasdaq in 2003, Trip.com Group has become one of the largest travel companies in the world in terms of gross merchandise value.

Role Overview

The ideal candidate will be passionate about delivering fantastic customer service and use their innovation to enhance and improve the experience we give customers across our main routes to market (Voice, Email and Chat). A willingness to share expertise and collaborate well with the wider operational team is essential. Your keen eye for detail will be required to enhance our customer’s experience on email and chat quality checking and you’ll have the soft skills knowledge to develop our voice channel.

This role is all about leading by example, keeping your own knowledge up to date with changes and sharing your knowledge and quality data reports with the Team Leaders and Operations in the business. The applicants should be keen to work as part of a team to share their expertise on Trip.com’s systems, processes and standards and improve the current on-boarding process at Trip.com.

Key responsibilities

• Perform quality checks and audits of inbound, outbound calls, emails and chat to ensure adherence to policies and procedures whilst delivering an industry leading level of customer experience.

• Provide feedback on quality reviews to call centre employees and management Identify and monitor trends, quality risks and quality concerns or issues

• Collaborate with the training and operational management team to identify training needs and assist with the training deliver related to customer experience

• Participate in continuous quality improvement initiatives related to customer experience Serve as a resource to staff regarding quality and customer experience concerns

• Perform quality check on all contact service forms returned ensuring appropriate measures for feedback is in place

• Review various reports to ensure that contact service forms have been resolved timely and accurately

• Produce a weekly, monthly and quarterly reports to be shared with the team leaders and management teams identify training and coaching opportunities

• 20% of your time will be spent on taking calls/live chats/emails to help maintain service levels on site and more importantly keeping your knowledge up to date.

Qualifications and Skills

• Willingness to learn and develop your own coaching and briefing skillset

• Currently deliver high quality customer experience

• Great communication, listening and people skills

• A quick learner, open to new challenges read and consented to the above

What we offer

· 32 days holiday

· Life assurance

· Annual travel bonus

· Quarterly performance bonus

· Gym discount

Why Trip.com Group

We are an inclusive team of multi-lingual, goal-driven, friendly, and supportive colleagues who will help you gain valuable experience in a dynamic business setting.

Our teams are passionate about making every trip the perfect trip for over 400 million customers around the globe. You will be part of a journey of globalization and have a world-class stage to unleash your talent.

Job Types: Full-time, Permanent

Salary: £25,000.00-£29,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Scotland: reliably commute or plan to relocate before starting work (required)

Language:

• German (required)

Work authorisation:

• United Kingdom (required)

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