Training and QA Manager

Preferred location: NYC / Connecticut 

We're looking for someone who is willing to work some weekends

We are making travel effortless. Join us.

Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.

That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we are backed Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.

Something to consider when reading this job advert

We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit.

Travel Operations at Duffel

Travel sellers across the globe, from traditional travel agents to the latest mobile apps, use Duffel to sell flights/hotels. (We call these travel sellers "merchants".)

Our merchants will never know that we exist - but they're relying on us to get them where they want to go, we act as the accredited travel agent. We own and are responsible for their bookings - including complying with the airlines' rules and policies.

The Travel Ops team is there to handle all types of queries related to bookings- whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our merchants to make sure that the travellers get great customer service.

About the role

They will work with internal and BPO stakeholders to develop and present training material, conduct regular QA audits, and to make appropriate changes based on the training and QA results to both our documentation and processes.They’ll advise Travel Ops on best practices, coaching for performance, and developing systems and procedures to make the Travel Ops team (both internal and within our BPO partners) effective and able to consistently meet or beat their SLAs and KPIs.

What we're looking for in you

• Minimum 2 years in Travel customer support roles handling ticketing or re-issues and exchanges for air bookings
• Minimum 1 year as team lead or comparable position
• Minimum 1 year experience working with BPO support teams
• Some experience designing, developing and creating engaging training content
• Some experience creating and implementing QA rubrics
• Experience building and iterating on operations processes
• Ability to track and analyze QA/Training/Other Support Metrics and make data-driven changes to processes
• Analytical abilities with skills in google sheets or excel
• Effective at driving performance through individualized coaching
• Comfort with public speaking and leading training sessions
• You build strong relationships and connect with others easily in a remote environment
• You write and speak clearly and logically
• Flexibility and desire to work in a space that is continually evolving based on user and business needs
• Adaptable mindset and willingness to support daily queue work as needed
• Willingness and ability to travel both domestically and internationally
• Bonus: experience with Zendesk and/or Notion

• Communicate performance expectations to Travel Ops leadership and agents
• Create QA process and continually refine as we scale
• Monitor and report on QA and training metrics
• Regularly iterate on QA rubrics and conduct calibration sessions
• Create and maintain training materials for all workflows and processes owned by the Travel Ops team
• Help to develop and maintain training schedules with Travel Ops Managers and BPO
• Work closely with internal and BPO teams to address and resolve user issues and technical bugs affecting our workflows
• Monitor Slack channels

What you can expect from us

We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company.

We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.

Note to recruitment agencies

Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.