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Quality Manager
Confirmed live in the last 24 hours
Toronto, ON, Canada
Experience Level
  • At least 2 years of experience working in the travel industry
  • 3 years of experience as a Quality Assurance Lead in a airline industry or travel agency, and in-depth experience with multiple GDSes (Sabre/Galileo/Amadeus)
  • Proven continuous improvement analytical experience from a similar role, including project management and business analysis
  • Exceptional attention to detail and accuracy, organization and analytical skills
  • Demonstrated ability to meet tight deadlines and quick turn time while maintaining high quality
  • Capacity to work in a fast pacing environment with last minute adaptations and regular changes
  • Commitment to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things
  • Hopper sold around $4 billion in travel and travel fintech in 2022, up nearly 3X over 2021. In 2022, Hopper increased its revenue 2.5X year-over year
  • The company's bespoke fintech products, such as Flight Disruption Guarantee and Price Freeze, now represent 30-40% of Hopper's total app revenue
  • Given the success of its fintech products, Hopper launched a B2B initiative called Hopper Cloud in late 2021. Through this partnership program, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper's fintech or travel inventory. As its first Hopper Cloud partnership
  • Hopper partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders
  • Recognized as one of the world's most innovative companies by Fast Company four years in a row, Hopper has been downloaded over 80 million times and continues to have millions of new installs each month
  • Hopper has raised over $700 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world's fastest-growing mobile-first travel marketplace
  • Establish quality monitoring processes, ensuring that the Outsourced Service Provider is following Hopper and the industry minimum quality standards and practices
  • Provide leadership and direction to the Outsourced Service Provider's Quality Assurance team in order to streamline, integrate and improve the quality monitoring processes
  • Collaborate with the Outsourced Service Provider in mapping a structured escalation and dispute resolution process
  • Provide analytical insights for process improvement, and identify relevant quality related training needs arising from the audits, agent errors and customer complaints
  • Ensure that the Outsourced Service Providers are meeting the quality monitoring requirements for chat, email and voice transactions; complete audits on evaluations completed by the Outsourced Service Providers to ensure compliance and accuracy to quality standards and practices
  • Identify and deliver service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking
  • Support the delivery of better value and efficiency by identifying and eliminating unnecessary complexity in business processes and identifying better ways of working
  • Identifies, plans and implements key projects to improve quality, reduce cost, increase productivity and improve customer and travel associate experience by reducing wasted time, rework, etc. resulting in significant business improvement and customer experience
  • Actively monitor project risks to anticipate and identify potential issues and proactively identify solutions to address in advance
  • Ensure that impacts on project activities and objectives/dependencies are identified, communicated and at all times
  • Act as the primary point of contact for all quality issues between Hopper and our partners to ensure customer expectations are met

1,001-5,000 employees

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