Quality Controller (French Speaking)

Since 2014, Trip.com’s Customer Support Centre has grown into a global network supporting travellers around the world. With over 30,000 employees across 30 countries, we provide 24/7 customer support in 19 languages.

Our mission is simple: to make every journey the best it can be, at the best possible price.

The Role

We’re looking for a curious, data-driven and detail-focused Quality Controller to join our team in Edinburgh.

You’ll play an important role in improving the customer experience by monitoring service quality, identifying trends and root causes, and working across the business to drive meaningful improvements.

This is a great opportunity for someone with Quality experience in a contact centre, or an experienced Customer Service Advisor or Team Leader ready to take the next step into a Quality-focused role.

What you’ll do

• Audit customer contacts to assess service quality and identify improvement opportunities.
• Analyse data and feedback to identify trends, root causes and performance gaps
• Provide meaningful feedback and support action plans to improve quality and customer experience .
• Collaborate across Operations, Training and Quality to maintain and improve standards.
• Conduct spot-checks, root cause analysis and calibrations in line with company wide Quality requirements.
• Contribute to improvement projects and performance activities to support Quality and KPI improvements.

What you'll Need to Succeed

• Contact centre experience in a Quality, Team Leader or Senior Customer Service role.
• Fluent written and spoken English and French
• Strong analytical and math skills with the ability to identify trends and improvement opportunities from data and feedback.
• Excellent attention to detail and critical thinking, with a curious and solution-focused approach.
• Strong communication, Excel and stakeholder management skills, with the ability to work independently and collaboratively.

Why You’ll Love Working Here

• 33 days annual leave (including bank holidays)
• 3 extra days for parents/guardians, plus long service leave after 10+ years
• $600 USD in Trip Coins annually to spend on your next adventure
• Semi-annual performance incentive & $450 USD refer-a-friend scheme
• Health cash back plan for dental, optical, physiotherapy, massages & more
• Employee Assistance Program, wellbeing support & enhanced sick pay
• Enhanced family policies (maternity, paternity & adoption)
• Life insurance worth 4x your annual salary
• Hybrid working options (based on performance)
• Free on-site gym and discounted memberships at Nuffield Health & PureGym
• Continuous learning & genuine career development opportunities
• Birthday & service anniversary celebrations with gift cards and cake
• Regular team events, social activities, and recognition programmes.
• Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!

Culture

At Trip.com, people are at the heart of what we do. We’re a truly global and multicultural workforce where everyone is encouraged to grow, make an impact and reach their full potential.

With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere!

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!