Quality Assurance Manager

Job Description

Find where you belong!

Are you passionate about creating exceptional customer experiences and building a truly customer‑centric culture? Do you thrive on using insight, coaching, technology, and innovation to improve customer outcomes? If yes, our Quality Assurance Manager opportunity could be the perfect next step for you.

At Travelodge, we’re on a journey to transform the way we support our customers across both human and AI‑powered channels. We are looking for a passionate, experienced, and forward‑thinking Quality Manager to build and lead our quality function, helping us raise standards, improve performance, and create consistently brilliant customer experiences.

As our Quality Assurance Manager, your purpose is to elevate and scale our quality function within Customer Service. Reporting directly into the Head of Customer Service, you will manage a team of two Quality Analysts, taking ultimate responsibility for evolving the frameworks, standards, tooling, and coaching approach that shape how we measure and improve quality across all customer interactions.

This role plays a vital part in ensuring both our customer service agents and AI chatbot deliver experiences that are empathetic, effective, consistent, and aligned with our customer‑first values. You will successfully combine human insight with AI‑driven quality tools and analytics to identify opportunities, improve performance, and support operational leaders in coaching their teams toward better customer outcomes.

• Quality Strategy & Leadership: Recruit, develop, and coach your team of two analysts; design and implement quality frameworks, scorecards, and governance across all channels; and act as the business‑wide subject matter expert for customer quality.
• Customer Experience &
  
  Coaching:
  
  Evaluate interactions across voice, digital, and AI chatbot channels; partner closely with Team Leaders and Operational Managers to embed a culture of empathy and ownership; and deliver actionable insights that boost CSAT.
• AI & Technology: Help shape how AI is utilised within the quality function; optimise AI chatbot interactions for better containment and experience; and scope, recommend, and implement conversation intelligence tools.
• Stakeholder Management & Continuous Improvement: Build strong relationships across Digital, Operations, and Tech teams; present clear insights to senior stakeholders; and ensure the "voice of the customer" directly influences operational decision‑making.

To be successful in this role, you will be a customer‑centric leader who balances a people‑first coaching mindset with a data‑driven, analytical approach. You possess robust experience managing a Customer Service Quality function within a contact centre environment, including a proven track record of building or evolving quality frameworks and coaching programmes from scratch. As an inspiring communicator with excellent stakeholder management skills, you thrive in fast‑paced, evolving environments and excel at driving collaborative change and continuous improvement initiatives across multiple departments.

Bringing a unique blend of technical expertise and emotional intelligence, you are highly proficient in interpreting data to translate raw insights into pragmatic, solutions‑focused actions. You possess strong familiarity with quality management and conversation intelligence platforms (such as Score buddy) alongside experience with CRM systems like Salesforce or Sprinklr. Crucially, you are passionate about the future of customer experience technology, with a strong understanding of how to review and optimise both human and AI‑driven customer interactions to reduce customer effort.

• Up to £58,000.00 Salary & Annualised Bonus
• Contributory pension scheme - auto enroll at 5% after 3 months and we contribute 6%
• Hybrid working - a minimum of 60% of your time should be spent in the office and or visiting suppliers
• 50% personal discount for hotel bookings and great friends and family discounts too!
• 25 days holiday + bank holidays, increasing with length of service
• A focus on career development

At Travelodge, we’re more than just a Hotel brand; we’re a community where you can truly be yourself and belong. Through our “Better Me” initiative, we prioritise your total wellbeing—emotional, physical, financial, and professional—while actively celebrating the diversity that makes our teams stronger. If you’re a results‑driven individual who pays attention to the little things and genuinely cares about people, you’ll fit right in.