Quality Escalations Team Leader

Talixo is the world's leading operator of pre-booked transfers, working with the biggest brands in travel. We partner with fleets in 1,100+ cities and 130+ countries worldwide to provide travellers with reliable, high-quality rides, making their journeys easier and more enjoyable, from door to door. Since 2012, we've been helping travel brands create more connected journeys, and we're looking for people willing to go the extra mile.Operating across two key locations: Krakow and Berlin, our cohesive teams - IT, Operations, Fleet, Pricing, Sales, Finance and HR - drive technological innovation, operational excellence, and organizational development. With a shared focus on refining processes and enhancing technology, while spearheading strategic growth initiatives, we seamlessly contribute to our collective success.

About the Team

Quality Escalation is the heart of Talixo, it is a Team which is responsible for analyzing customers’ feedback, based on the CSAT or directly received, and processing compliments and complaints related to the ground passenger transportation services ( taxi and limousine). The team's main job is to look into cases and decide what went well and what could've been better, as well as to address any recurring patterns to the Key Account Managers in charge of our taxi fleet partners. The team is responsible for taking financial decisions on compensation whenever needed, approving refunds and providing feedback to other Talixo departments on the quality of our services.

Your Role

Team Management and Training:

• Manage and train QE Team members, providing guidance on communication, conflict resolution, and problem-solving.

• Ensure team members' work quality is checked, feedback is given, and enhance team efficiency.

• Plan team’s work and optimize the schedule to ensure proper coverage of tickets ( the team is working day shifts, according to the monthly roster, including weekends)

• Ensure effective training and tools are in place for the team members.

Effective Issue Resolution:

• Oversee timely and satisfactory resolution of customer complaints and compliments.

• Guide the team in addressing issues, finding solutions, and flagging process improvement needs.

• Foster cross-functional collaboration.

• Collaborate with IT & product team in charge of the platteform development, customer operations, taxi fleet partners management, and sales teams to address underlying issues and prevent future complaints.

• Analyze complaint data to identify trends, root causes, and areas for service enhancement.

• Handle complex complaints, engaging with higher management for appropriate resolution.

Process Improvement:

• Identify recurring issues within complaints and develop strategies for improvement

• Work with teams to reduce future complaints and improve resolution time.

Data Analysis and Reporting:

• Analyze complaint data to identify trends, root causes, and areas for service enhancement.

Job Requirements

Must have:

• Minimum of 3-5 years of managing a team in the quality management, operations or customer service areas

• Proven track  record of process optimization

• Excellent communication & interpersonal skills

• Analytical skills, root cause analysis approach and attention to details 

• Experience in communication with senior management and external stakeholders 

• Familiarity with ticketing systems 

• Fluent command of English both written and spoken

Nice to have:

• Previous experience in the travel/ground transportation industry

• Familiarity with Salesforce

• Experience in a remote team management 

What we offer

• Hybrid Working (office located in Lubicz 23 in Kraków)

• Employment contract, full time

• Discounts for Talixo services

• Additional Benefits : private healthcare Allianz, My Benefit Cafeteria, Multisport Card

• Additional paid time off - 3 days per year for professional development or volunteering

• Internal Learning and Development trainings available 

Recruitment process: CV screening and candidate selection - Screening call on Google Meet with Recruiter (only selected candidates)  - 1st stage Google Meet or F2F  interview with Hiring Manager (only selected candidates)  - 2nd stage  Google Meet  or F2F interview with Hiring Manager and COO + Case Study  (only selected candidates)  - Feedback 

We kindly ask all candidates to submit their applications in English.