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CS Quality Assurance Analyst

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Ryanair - Europe's Favourite Airline

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Location:
Spain , Madrid

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

Ryanair Labs are currently recruiting for a CS Quality Assurance Analyst to join Europe’s Largest Airline Group! This is a very exciting time to join Ryanair as we look to expand our operation to 800 aircraft and 300 million guests within the next 10 years. Ryanair Labs is the technology brand of Ryanair. Labs is a state of-the-art digital & IT innovation hub creating Europe’s Leading Travel Experience for our customers. As a CS Quality Assurance Analyst, you will play a key role in improving the quality of customer support by identifying areas of opportunity, analysing performance, and collaborating with vendors to address and implement improvements. You will also help shape training initiatives for agents, ensuring alignment with customer experience standards in a dynamic and evolving environment.

Job Responsibility:

  • Evaluate customer interactions to ensure excellent service quality
  • Score interactions using an internal scorecard
  • Collaborate with vendors on immediate actions and weekly reports, sharing insights from interaction analyses
  • Conduct calibration sessions with vendors to align on customer experience expectations
  • Perform reporting and data analysis to identify trends and opportunities
  • Audit agents and Quality Evaluators to pinpoint improvement areas
  • Develop and propose training initiatives, reports, and analysis
  • Meet weekly targets for reviewed interactions
  • Represent the Quality team in weekly and monthly business reviews, presenting insights and advocating for quality improvements
  • Work closely with different teams to ensure the effective implementation of quality standards and improvements
  • Maintain strong alignment within the Ryanair Quality team to communicate effectively with vendors and ensure consistent quality standards

Requirements:

  • Proficiency in data analysis and reporting, with intermediate Excel skills
  • Fluent in English and Spanish
  • Strong analytical and decision-making skills
  • Proactive mindset with a positive attitude
  • Adaptable and flexible in a fast-paced environment
  • Team-oriented with excellent collaboration skills
  • Familiarity with Quality processes, preferably with experience in a related role
  • Experience working in customer service is preferred

Nice to have:

additional languages are a plus

What we offer:
  • A competitive but flexible career plan
  • Hybrid working model, you can work up to two days per week remote
  • Excellent work environment at our modern offices in the heart of Madrid
  • Optional discounts on health insurances
  • Travel discounts

Additional Information:

Job Posted:
March 25, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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