Customer Satisfaction & Quality Specialist
Customer Satisfaction & Quality Specialist
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Job Description
Role & impact
Within the Brand & Customer department our mission is to elevate the traveler experience towards excellence by guaranteeing their satisfaction to foster longterm customer loyalty.
Were seeking a Customer Satisfaction & Quality Specialist to cover a maternity leave. In this role youll enhance traveler satisfaction and loyalty by continuously improving the customer experience throughout the entire journey from prebooking to posttrip. You mission Lead quality initiatives across our partner network and champion a travelerfirst culture within Evaneos. Your work will have a direct impact on customer retention and the strategic positioning of experience quality as a key business driver.
The Quality Excellence team
Youll join the international Quality Excellence team of three passionate Quality & Satisfaction Specialists. The team thrives on autonomy and collaboration with each member actively shaping decisions and helping evolve our practices.
Youll also work closely with other departments (Brand Sales Customer Service and Product teams) and our local agency partners to enhance customer satisfaction.
Your role as Customer Satisfaction & Quality Specialist
Heres what your responsibilities will include:
Be the guardian of customer satisfaction monitoring
Optimize satisfaction surveys at every key moment of the traveler journey from prebooking contact to posttrip feedback
Dive deep into quantitative survey results and qualitative feedback to uncover what truly matters to our travelers from satisfaction to dissatisfaction
Turn insights into sharp actionable improvements boosting retention and helping Evaneos deliver unforgettable experiences
Elevate our partner network to excellence
Identify underperforming partners and build personalized action plans to improve their service quality and customer satisfaction ratings
Run impactful coaching sessions
Create and host engaging webinars and workshops to scale best practices
Become a trusted advisor to our local agencies raising the bar for quality across the marketplace
Define and implement quality standards
Pilot a highstakes project to define and roll out clear quality standards across our platform
Rally Brand Sales Product and Customer Service teams around shared benchmarks and implementation timelines
Amplify the customercentric culture
Act as the Voice of the Customer internally by turning raw input into compelling stories and strategic insights to drive a travelerfirst mindset
Build impactful communications materials (dashboards reports presentations) to inspire teams and influence decisionmaking
Why join us
Make a real difference: Your work will directly shape the traveler experience and influence the longterm success of our business. Satisfaction and loyalty arent just metrics theyre a central strategic lever of our model
Lead with purpose: Join a company that believes in meaningful travel cultural connection and positive impact. Youll help build a travel experience thats more personal human and responsible
Collaborative and international environment: Our team brings together passionate openminded people from across the globe all driven by the same goal: to shake things up in the tourism industry
Whats in it for you
La Voyagerie Our bright and vibrant HQ in the 9th arrondissement is more than an office: its a hub for inspiration creativity and daily interactions with others
Weekly remote flexibility Enjoy up to 3 teleworking days per week balancing focus time at home and collaborative moments at the office.
Travelling teleworking The flexibility to work from different countries or regions multiple times a year.
A healthy worklife balance You shape your schedule in collaboration with your team.
Wellbeing activities Yoga meditation partially covered sports memberships throughGymlib music and board games groups.
Community & team events Cultural lunches afterworks annual seminars weekly team meetings
and even more!
Salary range is38K43K.Transparent salary decisions based on clear benchmarks career progression frameworks and peer alignment to ensure fairness.
Required Experience:
Unclear Seniority
Employment Type
Temp
