Quality Coach, Guest Contact Center

  • Palma, Spain

  • 14661

  • Contact Centres

  • Permanent

  • Full Time

  • 39 hours


Joining the TUI Experience Centre as a Quality Coach, you will be responsible for the quality of service responses from our team to customers, new employee orientation, identification of skills gaps and quality improvement by providing the necessary training or coaching skills in order to improve individual performance, our customer response rates and quality of service.  


There are many ways for you to get involved: 


  • Onboarding of new hires including the delivery of training sessions and oversee the quality performance of our Experience Centre reps and their ongoing training and quality performance
  • Report Customer Satisfaction scores and Instant Feedback surveys detailing analysis and actions for improvement
  • Analyse emerging trends and collaborate with key stakeholders to increase performance and formulate action plans, measuring and reporting on improvements made
  • Take ownership of Quality Assurance and provide on the spot training and coaching by actively listening to live calls, quality checking written responses and taking the occasional live contact yourself. This will help to determine any additional training and updates that would increase skill level and reduce the number of escalations by first resolution best practice
  • Collaborate with the Learning and Development colleagues and make sure the Learning Management Content and Smiles Academy programs align with both TUI Experience Centre and company needs
  • Provide on the spot training and coaching alongside developing, creating and updating training scripts and manuals in order to drive the performance of the Experience Centre reps to deliver an excellent level of service to both internal and external customers


There is more than one way to the perfect fit – here are some of the ideal things: 


  • Previous experience in a Contact Centre or guest orientated environment required
  • Training experience preferred as you will be required to train team members on systems and behaviors
  • Able to work fully flexible shift patterns; including weekends (some overseas travel may be required)
  • Ability to learn and adapt to new software and keep yourself updated on new developments
  • Confident and dynamic with the commitment to achieve service level agreements
  • Excellent written and interpersonal skills in English with the ability to challenge and influence constructively. Additional Scandinavian language skills will be advantageous
  • Someone with ability to identify areas of improvement and forward thinking




  • Being a valuable team member of TUI, the No.1 global and socially aware travel company
  • Competitive salary, annual bonus scheme and benefits for both flexible and locally contracted employees 
  • TUI DX operate in 115 destinations offering more career opportunities than any other travel company
  • Develop yourself by working as part of an international team and through our free global learning and development programme including free language lessons and various Management Development Programmes
  • Discount on TUI shares after six months’ employment
  • Discounted private health insurance
  • Exclusive excursion, hospitality and accommodation discounts


TUI Destination Experiences, or TUI DX for short, is the world’s leading provider of destination experiences. With 9,000 diverse employees in 49 countries and head office locations including Palma de Mallorca, Luton and Hannover. TUI DX offers 14 million guests a portfolio of excursions, activities, tours, transfers and guest services. Our subsidiaries include Intercruises, the leading global cruise handling company and Musement, one of the leading online platforms in the Tours & Activities market.


If you want to know more about why TUI Group is the world’s leading tourism group, and our continuing work in the diversity & inclusion space, simply visit www.careers.tuigroup.com  



Do you have any questions regarding this job offer? Get in touch!

Elena Sozontova

Phone: +34 971 709 116