Travelodge Hotels Limited
Quality Assurance Manager
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Quality Assurance Manager
Find Where You Belong – Quality Assurance Manager
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 so, 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 Assurance Manager to build and lead our quality function, helping us raise standards, improve performance, and create consistently brilliant customer experiences.
Your Purpose
As our Quality Manager, your main 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 and take ultimate responsibility for evolving the frameworks, standards, tooling, and coaching approaches shaping how we measure and improve quality across all customer interactions
- Ensure both our customer service agents and AI chatbot deliver experiences that are empathetic, effective, consistent, and aligned with our customer-first values
- Successfully combine human insight with AI-driven quality tools and analytics to identify opportunities, improve performance, and support operational leaders in coaching teams toward better customer outcomes
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Key Responsibilities
Quality Strategy & Leadership
- Recruit, develop, and coach your team of two analysts
- Design and implement quality frameworks, scorecards, and governance across all channels
- 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
- Deliver actionable insights that boost CSAT (Customer Satisfaction Score)
AI & Technology
- Help shape how AI is utilized within the quality function
- Optimise AI chatbot interactions for better containment and experience
- 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
- Ensure the “voice of the customer” directly influences operational decision-making
Your Strengths
To excel in this Quality Assurance Manager role, you should:
- Be a customer-centric leader who balances a people-first coaching mindset with a data-driven, analytical approach
- Have robust experience managing a Customer Service Quality function in a contact centre environment, with a track record of building or evolving quality frameworks and coaching programs from scratch
- Excel at continuous improvement initiatives across multiple departments
- Be proficient in interpreting data and translating insights into pragmatic, solutions-focused actions
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Additionally, you’ll bring:
- Strong familiarity with quality management and conversation intelligence platforms (such as Scorebuddy)
- Experience with CRM systems like Salesforce or Sprinklr
- A passion for the future of customer experience technology, including a deep understanding of how to review and optimize human and AI-driven interactions to reduce customer effort
Your Perks
- Up to £58,000 & Annual Bonus
- Contributory pension scheme
- Hybrid working – a minimum of 60% of your time in the office/supplier visits
- 50% personal discount for hotel bookings + friends & family discounts
- 25 days holiday + bank holidays (increasing with service length)
- A focus on learning and career development
Why Travelodge?
We believe in creating an inclusive workplace where:
✅ Everyone can be their true self, feel they belong, and achieve their full potential ✅ Div ersity is celebrated, and teams work together towards shared success ✅ Wellbeing is prioritised – offering resources for emotional, physical, financial, and work-life balance (our "Better Me" initiative)
Join us and help shape the future of exceptional customer experiences at Travelodge!
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