Training And Quality Coordinator H/F - 13

About Voyage Privé

Born in France in 2006, Voyage Privé has grown from an ambitious startup into becoming the Europe's leading travel tech platform. Operating across 9 markets with tens of millions of users, we're not just another e-commerce success story - we're a tech powerhouse revolutionizing online travel.

What makes us unique? A mission-driven culture where performance meets impact. Our innovative campus brings together tech talent, professional athletes, students, and artists, creating an ecosystem where digital innovation drives both business growth and positive change.

We're now at an inflection point, upgrading our entire technical foundation with cloud architecture, AI, and real-time systems to become a reference and top-of-mind platform for luxury travel, known by travelers for its for excellent offer and customer experience, and by our providers as a high-performance business development partner.Your Mission

As a Quality & Training Specialist, you'll play a key role in elevating the performance, expertise, and service quality of our Customer Operations teams. You'll work closely with internal Customer Relations teams, external call-center partners, and cross-functional stakeholders to ensure a seamless and high-quality customer experience while continuously improving training and processes.

Your key responsibilities will include:
- Design and deliver impactful training programs to drive agent upskilling and ensure consistent service excellence across internal and external teams.
- Collaborate with call-center partners and internal stakeholders to monitor performance, apply best practices, and ensure full alignment with procedures and brand standards.
- Analyze and optimize service quality, leveraging KPIs (NPS, response time, handling duration, tool usage) and customer feedback to identify areas for improvement.
- Maintain and enrich training and knowledge content, ensuring resources are up to date, accessible, and engaging.
- Foster a culture of quality across all teams by sharing insights, leading workshops, and implementing corrective or improvement actions.
- Drive continuous improvement projects, staying informed on customer service and travel industry trends to strengthen efficiency, productivity, and customer satisfaction.
- Travel regularly to visit and support our external call-center partners abroad, ensuring alignment and operational excellence on the field.