Quality Coach

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.

We are looking for an Quality Control Specialist, who will ensure our customer interactions are aligned with Trip.com’s service and business objectives. By playing a key role in the service team, you will be standardizing communication processes and improving the customer experience.

This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development. Do you have what it takes to become a part of our dynamic and fast-growing team?

In this Role, you’ll get to

• Evaluate advisor performance by monitoring communications with customers and system operations.
• Provide constructive feedbacks to advisors, team leaders, and managers regarding communications, processes and systems.
• Lead or participate in service quality and workflow improvement initiatives.
• Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required.
• Advocate the Trip.com culture both internally and externally.
• Assist with ad hoc projects assigned by Team Leads / Supervisors.

What you'll Need to Succeed

• Proficiency in English & Malay both verbal and written.
• Strong organization and time management skills.
• Strong communication skills in 1 on 1 or public speaking.
• A strong customer oriented mindset.
• Good computer skills and knowledge of Microsoft Office (Word, Excel, PowerPoint, etc.).
• Positive and forward-thinking attitude, with a diligent and results-orientated approach to work.
• Previous experiences at contact centers and/or quality control roles preferred.

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!