Global Support Quality Assurance Manager
Amadeus Barcelona
Experteer Overview
In this global role, you will define and evolve QA standards across international customer support operations. You will lead the international QA teams, drive quality governance, and embed continuous improvement through analytics and collaboration.You’ll implement AI-driven analytics and modern QA tools to elevate customer experiences. This position sits within the CCM Governance Management team and offers the chance to shape scalable, customer-centric quality frameworks across regions.
You will partner with cross-functional teams to turn VOC insights into measurable quality improvements.
Compensaciones / Beneficios- Define and improve global QA frameworks, standards, and evaluation methods across regions
- Lead and grow international QA teams ensuring consistent monitoring and performance
- Drive global quality governance with calibration sessions, KPI management, and VOC insights
- Champion innovation via AI-driven analytics, automated quality monitoring, and modern QA tools
- Collaborate with global support teams to deploy consistent processes and cultivate a continuous improvement culture and customer-centricity
- Experienced leader in Quality Assurance, Customer Support, or Operational Excellence in a global setting
- Proven ability to lead international teams and drive continuous improvement
- Strong understanding of customer service operations, quality governance, and performance management
- Experience in the airline, travel, help desk, call centre, or customer service industry
- Knowledge of ITIL; familiarity with Amadeus systems is an advantage
- Analytical, innovative, and customer-focused with strong stakeholder management and communication skills
- global DNA
- learning opportunities
- caring environment
- flexible working model
- diverse and inclusive community
- reliable company pursuing a meaningful mission
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