Training, Quality & Recruitment Manager

• Forecast hiring needs based on volume, seasonality and growth
• Own the end-to-end recruitment process for Travel Support Agents and Team Leads
• Analyze EU labor markets to identify hiring markets and build a pipeline of qualified, multilingual remote talent
• Design and run onboarding programs
• Build and maintain training on the platform, travel products, policies and customer communication
• Use QA results, customer feedback and manager input to identify improvement needs and deliver targeted training
• Develop learning paths and structured development plans
• Maintain the knowledge base and training materials
• Own the quality assurance framework, including scorecards, standards and review routines
• Review tickets, chats and calls and provide actionable feedback
• Run calibration sessions
• Analyze quality data, CSAT and customer feedback to identify root causes and recurring issues
• Turn quality insights into training, coaching and process changes
• Track ramp-up time, QA scores and CSAT and report results to the Head of Travel Support
• Continuously improve processes with Travel Support Managers, Team Leads and the Head of Travel Support

• 5+ years of experience in recruitment, training, quality assurance or team development, ideally in customer support or a contact center
• Experience from the travel industry, preferably corporate travel or a travel management company
• Solid, hands-on experience with Amadeus (a must)
• Knowledge of LinkOnline and other travel booking and support systems
• Experience designing and delivering effective training
• Experience working with quality assurance (QA), including scorecards, ticket reviews and calibration
• Fluent in English and Swedish, written and spoken
• Able and willing to travel within Europe occasionally
• Structured, with a strong sense of ownership and follow-through
• Hands-on experience as a travel agent or travel support agent is nice to have
• Experience hiring and training remote or distributed teams is nice to have
• Experience working in Zendesk is a huge plus
• Experience with Teamtailor or a similar recruitment system, and with setting up tools for training and internal knowledge sharing is nice to have
• Additional Nordic or European languages are nice to have

• Remote work, preferably from Sweden
• Flexible working hours
• Opportunity to play a key role with real impact on how the support team grows and performs
• Freedom to build and shape processes
• Friendly, international team in a growing Swedish travel tech company