Back Office Process Analyst

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating unforgettable experiences - from city breaks, hotels and holidays to theatre and spa days. 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, a publicly-traded multinational Group, among the worldwide leaders in the online travel industry. Each month, our websites and mobile apps (available in 17 languages and 40 countries) reach 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 providing our audience with a comprehensive and inspiring offering of travel-related products and services

Job Description

There couldn't be a more exciting time for you to become part of our team, since we are moving into AI-driven. Quality Assurance to gain even deeper insights into the thousands of conversations we have with our customers every day and use them to drive our businesses ahead.
And we need your support in monitoring and evaluating these interactions across various channels and turning your findings into actionable data to improve the Customer Experience for our English clients.


What you would be doing

Quality Assurance Monitoring

  • Accurately perform quality monitoring and evaluations either manually or via our AI tool on
  • Multi-channel interactions and check them for compliance with LMN procedures to provide
  • Outstanding customer service
  • Perform in-depth analysis on set topics as requested by the wider business
  • nteract with internal and external stakeholders like Training and Process & Procedures to
  • Provide feedback and drive improvements based on quality monitoring and analysis

Teamwork

  • Thrive as a team player in a fast-paced, high-energy, change-oriented and multi-cultural
  • environment
  • Drive process and procedure improvements in the Quality Assurance Team
  • We are very busy, so prioritising and time management will be essential

Qualifications

What we are looking for

  • Excellent communication skills in English (preferably native) – both written and spoken.
  • Have a high knowledge in GDS (Sabre and/or Amadeus), clear handling of reservations, changes, cancellations, refunds, and reissue. (tests will be done).
  •  Excellent analytical skills - Excel, google sheet
  • Assertiveness and can-do attitude
  • Experience in providing feedback at a professional level is a plus
  • Have an eye for detail

Additional Information

  • Multicultural & Multi-lingual team environment
  • Travel discounts through our website Lastminute.com (staff intranet)