Quality Assurance

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, 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, publicly traded multinational Group, among the worldwide leaders in the online travel industry. Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 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 provide our audience with a comprehensive and inspiring offering of travel related products and services.
At the heart of our culture is a commitment of inclusion across race, gender, age sexual orientation, religion, gender identity or expression and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Job Description


5-7years 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.

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

 Asses other customer service metrics such as NPS and CSAT

 Perform in-depth analysis on set topics as requested by the wider business and work on strategies to improve KPIs

 Interact with internal and external stakeholders like Training and Process & Procedures to provide feedback and drive improvements based on quality monitoring and analysis

 Provide constructive feedback to agents in regular meetings as well helping them improve their performance with constant support Performance Management Achieve and maintain set Quality Assurance KPI targets by:

 Creating a successful collaboration with internal colleagues to drive performance by providing regular feedback

 Attending internal meetings and functions as assigned (weekly catch-ups, calibration sessions, ad-hoc meetings)

 Prepare, attend and present regular Performance meetings


 Excellent communication skills in English (advanced) – both written and spoken

 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)