CX Business Specialist Quality Reporting

As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us!

We are looking for a highly motivated and data-driven person to join our Customer Experience organisation and our global quality team, to ensure we deliver a best in class performance for all of our customers. The role will be responsible for creating all levels of quality reporting and insights, working with established and new projects to ensure that we have the highest quality of staff and processes. The CX Business Specialist Quality Reporting will focus on creating comprehensive reports and dashboards, putting insights into context, and providing actionable information to internal stakeholders to improve customer satisfaction, first contact resolution, reduce complaints, and time to resolution.

Why eDreams ODIGEO
Join the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe.

20 million customers – 44 markets – 5 brands – 5.4M members in Prime
16.2 million bookings FY23 - More than 50,000 bookings per day - 100 million daily user searches
1400 employees – More than 50 different nationalities - 99% permanent contracts - 36.3 average age

We're a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.

What you will do:
The Role's Key Responsibilities and Tasks
As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a CX Business Specialist Quality Reporting you will be in charge of:

• Work closely with the central team and centres to understand key performance drivers and metrics.
  
• Lead the development and maintenance of CX quality-related dashboards and reports that provide actionable insights.
  
• Ensure accuracy and attention to detail in all reports and insights generated.
  
• Proactively identify and propose improvements to the reporting process and tools.
  
• Create and maintain standardised reporting, executive summaries, and detailed ongoing analysis
  
• Act as the main point of contact for CX Quality reporting-related queries and issues.
  
• Perform detailed data analysis to identify trends and critical improvement points using various metrics (e.g., CSAT, First Contact Resolution, etc.).
  
• Prepare and present internal and external quality reports for management and staff review.
  
• Collaborate with other departments to ensure that reporting meets their needs and provides valuable insights.
  
• Lead and manage assigned projects related to reporting enhancements and new initiatives.
  
• Update and maintain documentation related to reporting processes and tools.
  

What you need to succeed:
Good to have
Bring your unique perspective, speak up, and offer disruptive solutions. You'll have the opportunity to learn and grow while making a real impact on our team. Here's what you need to succeed:

• 3+ years of experience in a reporting or analytics role
  
• Strong analytical skills, fast-learner, with high attention to detail and focused on results and productivity
  
• Clear and synthetic communication, ability to structure complex problems, organisational skills
  
• Presentation and data visualisation skills
  
• Advanced Office skills. Strong experience with analytical tools, ideally with the Google toolset (spreadsheets, google docs, etc)
  
• Experience in working and building reports with data visualisation tools such as Google Data Studio, Power BI, Tableau, etc.)
  
• Stakeholder management skills to be able to work across different teams
  
• Results orientation with a focus on delivering continuous and measurable improvements
  
• Effective decision making, planning and organisational skills
  
• Passion for the customer and a customer first mindset
  
• Strong problem solving skills with an eye for building new and better reporting and processes
  
• Previous experience with outsourced call centre operations is preferred
  
• Previous experience in Travel is a plus
  

What’s in it for you?
The best talent deserves the best benefits

At eDO, we want you to be a part of our success story and great culture.
Here's what we offer:

• A rewarding Compensation package! 💥 Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.
  
• Continuous learning to fuel your growth and explore new horizons! 📚 Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
• Grow opportunities to empower your career, and unleash your potential! 🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
  
• Your Well-being is our priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You'll be able to find the right work-personal life balance that suits you best.
  
• Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
  
• Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.
  

Wanna take a peek into what it's like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!

If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.
Apply now!

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.

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