Quality Analyst (German Speaking)

• Chiasso, Switzerland


• Full-time

Company Description

lastminute.com 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.

Job Description

Lastminute.com group is looking for a Quality Analyst (German Speaking) for its Quality  team based in Chiasso.

As Quality Analyst 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 support centers globally. 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.

Key Responsibilities will include

• Understand expectations and needs for Voice quality, working with a German third party provider on monitoring
  
  


• 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
  
  

Skills and Experience

Essential

• Excellent problem solving and analytical skills with attention to details

• Excellent written and verbal communication skills in German and English.

●    Experience as Business Analyst or equivalent analytical experience

Desirable

• Intermediate to advanced knowledge airline Global Distribution Systems (GDS)


• Spanish/Italian knowledge would be beneficial

Abilities/qualities

●    Ability to work effectively in a diverse group as well as independently

●    Strong interpersonal and team working skills

●    Ability to multi-task and keep up with a fast-paced environment