Training And Quality Manager, Hybrid Paris
Posted 1 day 17 hours ago by HBX Group
About Us
HBX Group is the world's leading technological partner, connecting and empowering the world of travel. We are tech-driven, with a customer-first philosophy, our knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day.
HBX Group comprises of the best-in-class B2B brands that meet the needs of its growing and diverse client base across 190+ global markets.
That is why HBX Group launched The Luxurist , the world's first comprehensive luxury travel ecosystem designed exclusively for travel professionals. The Luxurist believes luxury travel deserves cutting edge tools, technology, and support. With seamless booking, AI-driven itinerary planning, and dedicated concierge support, The Luxurist empowers travel advisors to craft impeccable experiences while giving luxury hotels the visibility they deserve.
The Luxurist is redefining what is possible in luxury travel, JOIN US in shaping the future.
Job Summary
We are seeking for our Luxurist brand a dynamic and dedicated Quality & Training Manager to join our new team within a premium Concierge Service contact center environment in the
travel/hospitality industry.
As the Quality & Training Manager for our new and expanding contact center, your
primary mission is to establish, oversee, and optimize the quality assurance and training
initiatives. You will play a pivotal role in ensuring our team delivers exceptional customer
service as we grow into a larger Travel Experience Consultants operation.
Job Responsibilities
You will be responsible for formalizing, maintaining, and updating standard operating procedures to ensure operational excellence and consistency across the board.
1.Quality Assurance
- Develop and implement a comprehensive quality assurance program to evaluate
customer interactions.
- Conduct regular performance reviews and provide feedback to Travel Experience
Managers and Consultants to improve service delivery.
- Analyze QA data to identify trends and provide actionable insights to management
for service improvement.
2. Training & Development
-Design and facilitate engaging training programs for new hires and existing staff to
enhance skills and knowledge.
- Maintain and continuously improve the training curriculum based on team
performance, feedback, and business needs.
- Coordinate continuous learning sessions and workshops to keep the team updated
on new policies, technologies, and best practices.
3. Procedure Formalization
- Create, document, and update standard operating procedures to ensure
consistency and efficiency in operations.
- Collaborate with department heads to identify and address procedural gaps and
areas for improvement.
- Ensure all procedures are aligned with company objectives and the contact
center's strategic goals.
4. Leadership & Management
- Collaborate efficiently with Travel Experience Managers to help deliver the highest
level of service quality.
- Lead by example and foster a culture of empowerment, accountability, and
continuous improvement within the team.
- Support staff in achieving personal and professional growth through coaching and
mentoring.
- Assist in recruiting and onboarding new Travel Experience Consultants as the
contact center grows.
5. Reporting & Analysis
- Compile and present regular reports on quality and training metrics to senior
management.
- Use data-driven insights to recommend improvements and inform strategic
decision-making
Education & Experience Required
- Minimum of 3-5 years of experience in a quality assurance and training role in
customer service and the luxury sector, preferably within the travel and/or
hospitality industry.
- Proven experience in developing and implementing successful training programs
and quality initiatives.
Skills & Competencies Required
- Strong leadership and team management skills with demonstrated experience in
a supervisory role.
- Exceptional communication and interpersonal abilities, capable of training and
motivating a diverse team.
- Ability to analyze data to drive strategic decisions and improvements.
- Proficient in Microsoft Office Suite and familiar with contact center tools -
experience with Salesforce and Notion would be a definite plus.
- Exhibit fluency in both written and spoken French and English
- Highly organized with a keen attention to detail and ability to manage multiple
priorities effectively.
- Passionate about customer service excellence and employee development.
- Adaptable and resourceful in a dynamic and growing environment.
- Proactive, solution-oriented, and committed to achieving quality standards and
operational goals.
- A willingness to work as part of a team in a fast-paced, luxury-focused
environment.
At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference