Quality Assurance Representative - German Market

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, lastminute.com is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink".

lastminute.com is part of lm group, publicly traded multinational Group, among the worldwide leaders in the online travel industry. Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 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 / weg.de is looking for a Quality Assurance Representative - German Market for its Customer Karma department.

The Quality Team supports all aspects of the sales and operation business, focusing on the customer experience, efficient transaction processing, and providing mission-critical linkages between Lastminute and its partners.

As Quality Assurance Representative - German Market you will be responsible for the monitoring and evaluation of interactions between LMN internal and BPO external Sales/Service agents with customers across various channels like calls, emails, and social networks.

Key Responsibilities

  • Accurately perform monitoring on recorded or live agent calls, emails, social interactions and score them against set Lastminute standards

  • Determine whether agents are using proper procedures, and efficient and effective practices to provide excellent customer service

  • Complete all work assignments within the given due dates

  • Attend internal and vendor meetings and functions as assigned

  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment

Qualifications

Skills and Experience

Essential

  • Previous call center experience in either a Sales or Service Environment

  • Highly productive

  • Advanced English and German Level 

Desirable

  • Knowledge of airline Global Distribution Systems (GDS) is an advantage

Abilities/qualities 

  • Excellent organizational and time management skills

  • Strong written and verbal communication skills

  • Ability to work independently and multi-task

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

  • Strong interpersonal and team working skills

 

Additional Information

    Benefits

  • Multicultural & Multi-lingual team environment

  • Travel discounts through our website Lastminute.com (staff intranet)

  • Independent and flexible working hours 

  • Smart Working Policy

  • Betriebliche Altersvorsorge (bAV)