Travel Training & Quality Assurance Officer– required for this global, award winning travel company based in the Manchester area . This exciting opportunity working as a Training & Quality Assurance Officer will be work closely with the management team in the UK and overseas , delivering training for new starter inductions, upskilling training for existing teams, new products training and will also be responsible for the delivery of the service across the departments alongside the management team. This role will be varied and will work collaboratively with other departments and managers to ensure the highest level of service is delivered to the customers and suppliers . This role will be working Monday-Friday 9am-5.30pm and will be hybrid working part office in Manchester and part homebased with some flexibilityand offers a salary £30-33k

Travel Training & Quality Assurance Officers Responsibilities:

• Co-manage induction program and ongoing training initiatives for sales and service staff.
• Create and maintain monitoring formats and quality standards.
• Perform call monitoring across the sales and service team, providing feedback and trending data to team leaders & management.
• Provide actionable data to internal support groups as needed.
• Coordinate and facilitate call calibration sessions for call centre team.
• Identify common customer issues, improve customer experience, and assist to standardize communication and processes with customers.
• Provide feedback to call centre team leaders and managers.
• Prepare and analyse internal and external quality reports for management review.
• Provide training and coaching to new and existing staff.

Travel Training & Quality Assurance Offices Skills Required:

• Experience with a training, coaching or management role within a contact centre environmentis essential
• Must have experience from the travel sector Tour Operations, Retail or Online Travel, Airline
• Confident delivering engaging training sessions and providing feedback to management.
• Exceptional analytical skills
• Solid time management skills
• Excellent verbal, written and interpersonal communication skills.
• Outstanding technical skills
• Customer service skills and dedication to providing customer care.
• Self-motivated
• Ability to effectively work with people at all levels.
• Ability to multitask and successfully operate in a fast-paced team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.

If you would like to apply for the role of Travel Training & Quality Assurance Officer , please call Rachel on 01612384491 or send your cv to rachel@candm.co.uk

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C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit www.candm.co.uk