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Quality and Knowledge Operations Manager

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Quality and Knowledge Operations Manager

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Trip.com GroupGet AI-powered advice on this job and more exclusive features.Direct message the job poster from Trip.com GroupFounded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar .Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services. We have four contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages. We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.Who we are looking forWe are seeking a Quality and Knowledge Operations Manager for our EMEA Contact Centre who is passionate about driving excellence in customer service. The ideal candidate will be a strategic leader with a proven track record in quality assurance within complex, multi-market environments. You will excel in building and scaling quality frameworks, translating insights into impactful actions, and have a passion for a culture of continuous improvement. With exceptional communication skills, you will effectively influence senior stakeholders and align diverse teams around a shared vision for quality. Your ability to lead through change, manage evolving service models, and drive the adoption of new processes will be crucial. We are looking for someone who is customer-centric, detail-oriented, and capable of seeing the bigger picture, with strong coaching skills to enhance team performance. If you are ready to champion our quality strategy and inspire a high-impact team culture, we want to hear from you!What you will get in returnJoining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:33 days annual leave (including bank holidays)3 additional days for parents/guardiansWorkplace health cash plan including claiming back for dental, optical and physiotherapy and much moreEmployee well-being program, Employee Assistance Program and enhanced sick payMonthly performance based bonusesExtensive learning opportunities and resources to further your careerAnnual travel points which can be redeemed at Trip.com towards your next adventureEnhanced family policies (maternity/paternity/adoption)Life and health insuranceBirthday cake on your birthdayFree on-site gymHybrid working options are available after your first 6 months, contingent based on performanceFrequent employee engagement eventsRefer a friend bonus schemeAlongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at Trip.com.Working hours-

The operational office hours are 37.5 hours, Monday through Sunday, with one unpaid hour for lunch with rotational shift patterns ranging from 7am to 11pm.At this time the working hours for our leaders are;Monday to Friday between 8am - 5pmLocation-

Our contemporary workspace is based at Lochrin Square in Fountainbridge, Edinburgh.Quality and Knowledge Operations Manager – EMEA Contact CentreWhat you’ll be doing:Championing an operation of around 30 personnel across Quality and Knowledge departments, with around 5 direct reports.Leading and developing a team of Quality and Knowledge leaders , providing strategic direction and coaching to Quality Supervisors and the Knowledge Analyst Supervisor to drive a culture of customer focus, high performance, learning, and continuous improvement; facilitate learning and growth opportunitities for your direct reports, and their teams.Owning and evolving the quality strategy

for customer interactions across the EMEA region, ensuring every customer touchpoint reflects our values and service excellence. Major focuses on simplification, standardization and control of local quality and knowledge processes and workflows.Designing and implementing quality frameworks , control systems that can scale with business growth and adapt to changing customer needs.Translating customer insights and quality data into strategic value-lead actions , identifying trends, root causes, and systemic improvements that enhance customer satisfaction, products and procedures.Partnering with cross-functional leaders

in Operations, Training, Product, and QA by building and growing a network of global collaborative relationships to embed quality at every stage of the customer journey to align quality objectives with broader business goals.Overseeing calibration and appeals governance

and ensure a consistent, fair, and objective evaluation process across all markets, channels, and customer service teams.Influencing operational strategy and organizational culture

with compelling, data-driven insights and reporting, helping senior leaders make informed decisions that elevate the customer experience and deliver a gold standard in customer service.Acting as a voice of the customer

within the organization, championing continuous service innovation and ensuring alignment with regulatory requirements, brand promise, and customer expectations.Driving capability uplift across the function

by conducting skills audits, leading workshops, building quality training programs, and developing tools that empower front-line teams and quality evaluators alike.Fostering a high-trust, high-impact team culture , ensuring your team is motivated, aligned, and growing in their ability to influence performance across the operation.Engaging as part of the wider team of Operations Managers and senior leaders

for general and ad-hoc onsite and international business needs, coverage, project and resourcing support or other initiatives, proactively promoting and living our brand and business values with local and global members.What you’ll need:Proven experience in a

senior Quality Assurance or Quality Manager role

within a complex, multi-market contact centre environment.Strong track record in

building and scaling quality frameworks , tools, and governance structures that drive measurable service improvements.Deep understanding of

quality performance metrics, analytical tools , and how to turn insight into action at both the team and strategic level.Exceptional

communication and stakeholder management skills , with the confidence to influence at senior levels and align diverse teams around a quality vision.Expertise in

leading through change , managing teams through evolving service models, and driving adoption of new processes and standards.Proficiency in QA and CRM tools, with a strong command of

data analysis, reporting platforms , and Microsoft Office suite, especially excel, big data query, dataset building/maintenance.A passion for

customer-centric leadership , with a sharp eye for operational detail and an ability to see the bigger picture.Strong

coaching capability

to drive accountability and individual performance managaement.Valid passport

and availability for occasional international travel as needed/requested.Nice to have:Experience in the

Travel and Tourism

industry or other fast-paced, service-driven sectors.Formal qualifications in

Quality Management

(e.g., ISO, COPC).Certifications in

Lean Six Sigma, Kaizen, or Project Management

methodologies.Experience working with AI tools or

integrating AI into Quality

management processes.Why Trip.com GroupWe offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports personal growth and career development. Everyone is on a trip, whether it''s a career trip or a life trip. At Trip.com Group, you can define your own trip by taking the first steps in to your career with us!Be Aware of Recruitment FraudPlease be vigilant as we have noticed fraudulent entities posing as Trip.com Group or our associates, contacting applicants with fake job offers. Remember, official communications will always come from our verified email addresses, and we never conduct interviews solely via text or instant messaging apps. We do not charge any fees throughout the hiring process. If you receive any dubious communications, report them immediately to careers@trip.com.Click the link to learn more about What makes Trip.com Group a leading global travel service provider? https://www.youtube.com/watch?v=w4D31J3atpsFind out more job opportunities at https://careers.trip.comHave a good trip, and see you soon!Seniority level

Seniority level Mid-Senior levelEmployment type

Employment type Full-timeJob function

Job function Customer Service, Management, and Quality AssuranceIndustries IT Services and IT Consulting, Technology, Information and Internet, and Travel ArrangementsReferrals increase your chances of interviewing at Trip.com Group by 2xGet notified about new Quality Operations Manager jobs in

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