Quality Analyst II (Helpdesk/ServiceDesk)

Job Title

About the role

The Quality Analyst in the GST/GET environment is responsible for ensuring consistent service quality, process compliance, and operational excellence across Customer Care Management (CCM). The role focuses on evaluating analyst performance, driving harmonization between GST and GET practices, and supporting key transformation initiatives (e.g., ServiceNow migration, SECO adoption, and governance alignment).

Key Responsibilities

Quality Monitoring & Service Compliance

• Perform quality reviews of cases handled by GST/GET Analysts across different channels
• Ensure adherence to defined processes, including PIA principles, queue management guidelines, and case handling standards
• Validate correct usage of tools and interfaces

Feedback, Coaching & Capability Building

• Provide structured and actionable feedback to analysts and team leaders
• Support coaching sessions to improve performance, focusing on: Case ownership and PIA behavior (one case at a time, realistic workload management) Quality of communication and resolution Proper categorization and queue handling

Performance Analysis & Reporting

• Track and analyze quality KPIs (QA scores, rework, backlog drivers, compliance gaps)
• Identify trends and root causes behind quality issues and misalignment between GST and GET teams
• Contribute to regular governance reporting and operational reviews

Process Harmonization & Governance Support

• Drive alignment and standardization of quality frameworks between GST and GET
• Participate in calibration sessions to ensure consistency in evaluations across teams and locations
• Support the implementation and evolution of CCM Quality Governance model

Continuous Improvement & Transformation Initiatives

• Identify process improvement opportunities and contribute to optimization initiatives
• Actively support key programs
• Collaborate with Operations, Training, and Product/Process teams to enhance workflows

About the Ideal Candidate

• Experience in Quality Assurance for Helpdesk environment
• Understanding of queue management, backlog control, and operational KPIs
• Strong analytical mindset with ability to interpret operational data
• High attention to detail and quality standards
• Good communication and coaching skills
• Solid understanding of PIA principles and case management best practices
• Ability to manage stakeholders across multiple teams
• Structured, proactive, and improvement-driven approach

Bonus if you have

• Experience in cross-team harmonization (global/multi-market environments)
• Exposure to digital transformation projects (e.g., tool migration, chatbot/AI initiatives)
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies

What we can offer you

• A meaningful mission contributing to the future of travel.
• A truly global culture reflected in our people, operations, and ways of working.
• Continuous learning opportunities through on‑the‑job experience, formal programs, and daily collaboration.
• A supportive environment that encourages both professional development and personal well‑being.
• A comprehensive rewards package, including compensation, bonus opportunities, and health and caregiving benefits.
• A flexible working model that helps you do your best work.
• A diverse, and inclusive community committed to ensuring everyone can thrive.
• A trusted company that values dependable and long‑lasting relationships with customers, partners, and employees.

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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.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.