Quality Assurance Specialist

We are looking for a Quality Assurance Analyst who is eager to get involved in a challenging and fast growing project for our client Etraveli Group.

Etraveli Group is the globally leading company for tech solutions and fulfilment capabilities for online sales of flights. The company solves complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. Etraveli Group holds consumer online travel agency brands like Mytrip, GoToGate and Flight Network and serve Booking.com with flights. The Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc. Etraveli Group has more than 2700 employees around the world and the major offices are in Sweden (HQ), Canada, Greece, India and Poland.

This role will be Etraveli’s first person in Turkey, and with that comes a lot of opportunities creating and establishing Etraveli entity in Turkey.

As a Quality Assurance Analyst, you will monitor the quality of a random and focused selection of cases handled by our customer service team, and coach the agents to achieve a high level of service. You will have contact with agents in all of our inhouse customer service offices within the First Line organization as well as other departments.

You will get 8 weeks of process training and 2 weeks of quality training when joining (the trainings will be in Athens, Greece). The role reports to Customer Service - First Line Quality Assurance Manager.

Responsibilities:

• Ensure that the quality and standards of the company processes are followed
• Share feedback when processes are not followed via quality platforms
• Coach the agents on opportunity areas
• Stay aligned and updated with the company's policies by handling customer interactions 4 hours every month
• Report agents’ or technical errors
• Being comfortable in giving presentations
• Make recommendations for department’s improvements

Requirements

• 3 years of experience with customer service and/or quality assurance
• Fluency in Turkish and English language. Fluency in any other international language will be an added advantage
• Willing to travel for training and other requirements
• Familiarity with Google Sheets and Slides or Microsoft Office
• Organizational and communication skills
• Open to share and receive feedback
• Open to work in an international team across locations in a virtual environment
• Comfortable working remotely
• As Etraveli are setting up business in Turkey, they also need to obtain the needed licenses. To get that, they need their future employee to have one of the following 3 requirements.
• Graduate of a vocational high school, associate degree, or undergraduate program in hotel management and tourism.
• An original or certified copy of the guide certificate issued by the Ministry
• The original foreign language proficiency certificate (TÜRSAB) for an information officer

Benefits

Working with us means both laughter and colleagues who take their work very seriously. In short, we are a big team at a big company with the ambition to become the best on the global stage! In addition to working with an amazing group of people, you’ll also enjoy several great benefits as part of our team.

While our formal benefits package is currently being finalized, you can expect:

• A competitive salary aligned with market standards.
• Flexible working hours, hybrid/remote work option
• Comprehensive benefits in line with local regulations

As our first hire, you will also have the unique opportunity to provide input on shaping our local policies and workplace culture.

Etraveli Group values diversity; they pride themselves on being a company represented by people of all different backgrounds. During hiring, they are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, they commit to provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.