General information
Name
QC Lead _ KR FLT IB
Location
SC Bank HQ Building, Seoul(KRCC)
Business unit
FU-IBU
Working time
Full-Time
Type
Quality Assurance
Description & Requirements
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.
QC Team Lead
Are you passionate about creating exceptional customer experiences? We’re looking for a QC Team Lead to oversee the quality of our multi-channel customer support, including phone and chat. In this role, you’ll combine data-driven insights with strategic thinking to identify root causes of service issues, implement improvements, and ensure consistent, high-quality service across the company.
Key Responsibilities
- Lead Quality Across Channels: Monitor phone and chat interactions, ensure guideline compliance, and maintain high service standards.
- Analyze & Improve: Use key metrics (QS, DSAT, NPS) to identify issues, uncover root causes, and implement lasting solutions.
- Collaborate Across Teams: Share actionable insights and feedback (VOC) with other teams, and work closely with headquarters in English to resolve challenges.
- Optimize Processes: Standardize response methods for complex policies and new features, and lead fast, effective responses to quality issues.
- Develop Your Team: Set KPIs, guide your QC team through coaching, and maintain consistent quality standards through calibration and leadership.
Qualifications
- 3+ years of QA/QC leadership experience in a contact center
- Experience in airlines or OTA (online travel agency) operations
- Business-level English (speaking & writing); Chinese is a plus
- Skilled in data analysis, reporting, and creating clear, visual training materials
- Strong logical thinking and problem-solving skills for complex issues
- Excellent communicator with the ability to align and influence stakeholders
- Data-driven decision maker who relies on objective metrics
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
the link to learn more about What makes Trip.com Group a leading global travel service provider?
Click
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!
