Job Description
About Us
Founded 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 Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees scattered 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.
Introduction
The Quality Manager is responsible for designing the framework that measures customer experience, identifying systemic friction points through data, and leading cross-functional initiatives to improve KULCC's overall performance. This role is about actionable intelligence--turning thousands of evaluations into a clear roadmap for operational excellence.
In this Role, you'll get to
Quality Strategy & Framework Design
* Design and evolve the Quality Monitoring (QM) framework (scorecards, weighting, and KPIs) to align with changing business goals and customer expectations.
* Move the department beyond Check-the-box monitoring toward Value-Added Quality (identifying sales opportunities, sentiment analysis, and churn risks).
Root Cause Analysis (RCA) & Insights
* Correlate Quality scores with other business metrics (CSAT, NPS, FCR, and AHT) to identify the true drivers of customer satisfaction.
* Lead Deep Dive sessions with Operations to present data-driven stories, not just raw scores, and recommend structural changes to processes or training.
Automation & Digital Transformation
* Transition the Quality function from manual sample-based monitoring to Automated Speech/Text Analytics or AI-driven scoring.
* Implement automated feedback loops where agents receive real-time insights rather than waiting for weekly coaching sessions.
Calibration & Governance
* Standardize the Definition of Good across all departments and shifts to ensure zero variance in evaluation standards.
* Manage the relationship with external clients or internal stakeholders regarding quality benchmarks and regulatory compliance.
Success Metrics
* Correlation Strength: The degree to which Quality scores actually predict Customer Satisfaction (CSAT).
* Process Improvement: Number of Closed-Loop actions where a Quality insight led to a change in training or policy.
* Cost of Quality: Reduction in manual audit hours through the implementation of automated Spot-Checking or AI tools.
* Calibration Variance: Achieving <5% variance across all internal and external evaluators.
What you'll Need to Succeed
* Experience: 6-8 years in Quality Management, with PMP qualification and experience in customer experience environments.
* Certifications: Lean Six Sigma (Green/Black Belt) or COPC certification is highly desirable.
* Tech Savvy: Experience with Speech/Text Analytics tools (e.g., Verint, NICE, CallMiner) and the ability to build automated reporting dashboards.
Why Trip.com Group
We 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 and respect team members in and out of the workplace. 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 setting a goal and celebrate your success by recognizing the progress you have made.
What's more
* Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
* Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
* We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
* We encourage flexible work arrangement
* Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
Click[1] the link to learn more about What makes Trip.com Group a leading global travel service provider
Click [2] the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!
Find out more job opportunities at https://careers.trip.com
Have a good trip, and see you soon!
References
Visible links
1. https://www.youtube.com/watchv=w4D31J3atps
2. https://www.youtube.com/@TripcomGroup
