Training, Quality & Recruitment Manager

This is a fully remote position, open to applicants in Sweden.

📋 Description

• Anticipate hiring requirements based on volume, seasonality, and growth trends.

• Manage the complete recruitment cycle for Travel Support Agents and Team Leads.

• Assess EU labor markets to pinpoint hiring opportunities and develop a pipeline of qualified, multilingual remote talent.

• Create and implement onboarding programs.

• Develop and sustain training on the platform, travel products, policies, and customer communication.

• Utilize QA results, customer feedback, and manager insights to pinpoint areas for improvement and provide targeted training.

• Establish learning pathways and structured development plans.

• Keep the knowledge base and training materials up to date.

• Oversee the quality assurance framework, including scorecards, standards, and review processes.

• Evaluate tickets, chats, and calls to offer actionable feedback.

• Conduct calibration sessions.

• Analyze quality data, CSAT, and customer feedback to uncover root causes and recurring issues.

• Transform quality insights into training, coaching, and process enhancements.

• Monitor ramp-up times, QA scores, and CSAT, reporting findings to the Head of Travel Support.

• Collaborate with Travel Support Managers, Team Leads, and the Head of Travel Support to continuously enhance processes.

⛳️ Requirements

• Over 5 years of experience in recruitment, training, quality assurance, or team development, preferably within customer support or a contact center environment.

• Background in the travel industry, ideally in corporate travel or with a travel management company.

• Strong, hands-on experience with Amadeus (required).

• Familiarity with LinkOnline and other travel booking and support systems.

• Proven experience in designing and delivering effective training programs.

• Proficient in quality assurance (QA), including scorecards, ticket evaluations, and calibration processes.

• Fluent in English and Swedish, both written and spoken.

• Willingness to travel occasionally within Europe.

• Well-organized, with a pronounced sense of ownership and commitment to follow-through.

• Prior hands-on experience as a travel agent or travel support agent is advantageous.

• Experience in hiring and training remote or distributed teams is a plus.

• Familiarity with Zendesk is highly desirable.

• Experience with Teamtailor or similar recruitment systems, as well as setting up tools for training and internal knowledge sharing, is a bonus.

• Additional Nordic or European languages are an advantage.

🏝️ Benefits

• Remote work, ideally based in Sweden.

• Flexible working hours.

• Opportunity to significantly influence the growth and performance of the support team.

• Freedom to design and refine processes.

• Supportive, international team within a rapidly growing Swedish travel tech company.