KNOWLEDGE & SKILLS:

• Attention to detail and task oriented.
• Cross functional capability to work with cross-country and cross-regional teams.
• Effective time management focused on multi-tasking and meeting deadlines.
• Operates independently while owning and driving results.

HX SPIRIT:

• Passionate Explorers: We are proud of our history and are driven to create more.
• ‘Can-do’ Mindset: We jump-in and proactively contribute to the greater good.
• Humble Leadership: We have a short distance between leaders and teams.
• Genuine Interactions: We want all people to be their true selves.
• Supportive & Collaborative Teams: We are curious and generous with our knowledge. We Trust.
  Passionate Explorers - We are proud of our history and are driven to create more.
  ‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.
  Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.
  Genuine Interactions - We want all people to be their true selves.
  Humble Leadership - We have a short distance between leaders and teams.
  Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.
  For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.
  We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.
  Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.
  As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.
  One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.

A BIT ABOUT THE ROLE:

Design, develop and deploy a Quality Assurance framework that promotes consistently high levels of service while driving revenue generation. Be seen as a value adding enabling function who can influence and drive results.

KEY RESPONSIBILITIES:

• Conduct transaction monitoring evaluations for all communication channels.
• Conduct quality of booking evaluations and audit CSAT calls as required!
• Provide actionable and measurable data to GX HX Management teams.
• Lead and facilitate calibration sessions with stakeholders and other linkages to drive consistency in understanding the evaluation form.
• Build a Quality monitoring mechanism for teams that require audits i.e. Back office
• Share best practices, weekly QA tips and conduct refresher workshops to enable performance.
• Participate in Business reviews and coaching sessions while ensuring that targeted Quality evaluations are achieved.
  · Establish SOP of Quality Process · Work closely with Training and KMT to build refresher / upskill workshops.