Quality & Knowledge Operations Manager

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Who we are

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 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 for

We are seeking a Quality & 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 return

Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:

• 33 days annual leave
• 3 additional days leave for parents/guardians
• Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
• Employee well-being program, Employee Assistance Program and enhanced sick pay
• Performance based bonuses
• Extensive learning opportunities and resources to further your career
• Annual travel points which can be redeemed at Trip.com towards your next adventure
• Enhanced family policies (maternity/paternity/adoption)
• Life and health insurance
• Birthday cake on your birthday
• Free on-site gym
• Hybrid working
• Frequent employee engagement events
• Refer a friend bonus scheme

Alongside 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 – 5pm

Location- Our contemporary workspace is based at Lochrin Square in Fountainbridge, Edinburgh.

Start date – ASAP

Quality & Knowledge Operations Manager – EMEA Contact Centre

What you\’ll be doing

• Championing an operation of around 30 personnel across Quality & Knowledge departments, with around 5 direct reports
• Leading & 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 opportunities 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 & 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 & 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 management
• Valid passport and availability for occasional international travel as needed/requested.

Nice to have

• Experience in the Travel & 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 m anagement processes

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 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 Fraud

Please 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=w4D31J3atps

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

Have a good trip, and see you soon!

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