Global Support Quality Assurance Manager

Summary:

We are looking for a dynamic and strategic Global Head of CCM Quality Assurance to lead and evolve our global quality standards across customer support operations worldwide. This role is pivotal in driving quality excellence, standardizing QA methodologies, and ensuring a consistently outstanding customer experience across all regions.

As part of the CCM Governance Management team, you will lead global QA initiatives, shape next-generation quality frameworks, and foster a culture of continuous improvement through innovation, analytics, and collaboration.

Key Responsibilities:

• Define and continuously improve global QA frameworks, standards, and evaluation methodologies across all regions.

• Lead and develop international QA teams, ensuring consistent quality monitoring and performance excellence worldwide.

• Drive global quality governance through calibration sessions, KPI management, and Voice of the Customer (VOC) insights.

• Champion innovation by implementing AI-driven analytics, automated quality monitoring, and modern QA tools.

• Partner with global support teams to deploy consistent processes and foster a culture of continuous improvement and customer-centricity.

About the Ideal Candidate:

• Experienced leader in Quality Assurance, Customer Support, or Operational Excellence within a global environment.

• Proven ability to lead high-performing international teams and drive continuous improvement initiatives.

• Strong understanding of customer service operations, quality governance, and performance management.

• Experience within the airline, travel, help desk, call centre, or customer service industry.

• Knowledge of ITIL methodology and familiarity with Amadeus systems is an advantage.

• Analytical, innovative, and customer-focused, with excellent stakeholder management and communication skills.

What We Can Offer You

• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

• 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

• 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.