Quality Assurance Specialist

Description du poste:

Job TitleQuality Assurance Specialist
The Quality Assurance Specialist will support the monitoring, reporting, and continuous improvement of the quality of support services provided to Amadeus Global Customers. Maintain and enhance the excellence of the support delivered by analysts, ensuring compliance with established standards, processes, and quality benchmarks.

Yor main responsibilities:

Key Accountabilities

* Demonstrate solid technical and functional knowledge within the discipline, with an understanding of the Amadeus business and its relation to the area of responsibility.
* Work in accordance with established procedures and guidelines, providing input to support and influence area-level decisions.
* Analyze information from multiple sources to make recommendations, propose improvements, and support the implementation of new solutions.
* Conduct training sessions to ensure analysts are fully familiar with processes, standards, and quality expectations.
* Perform duties under a high level of guidance and direction from the manager.

Specific Accountabilities

* Understand and apply current incident classification and prioritization criteria.
* Evaluate Incident Reports (IRs) handled by analysts to ensure adherence to established quality standards and processes.
* Identify areas for improvement in process and service quality, providing clear feedback and actionable recommendations.
* Create, update, and maintain processes and procedures, promoting awareness across all GET teams.
* Support the execution of regular and periodic audits of incident tickets and related processes.
* Assist in managing incident ticket audit failures and communicate findings to Incident Management teams.
* Contribute to the production of audit reports related to incident quality, resolution processes, and performance, including scorecards and KPI metrics for service and process quality.
* Support the Manager in coordination activities to ensure new solutions are properly deployed and operational before going into production.

About the Ideal Candidate
* Experience in a QA role or a customer support/service role, ideally in a structured or global environment
* Familiarity with KPI reporting, dashboards, or quality tools
* Strong analytical and critical thinking skills
* Ability to adapt to change in a dynamic environment
* High level of autonomy and accountability
* Strong commitment to continuous learning and improvement

What We Can Offer You
* 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
* 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture
* 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
* 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
* 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
* 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
* 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
* 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

#LI-EMEA

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. 

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.