Senior Associate (NMH- Campaign specific)

Job Title: Senior Associate

Location: Rosebank / Sandton

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart technology and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you want to be part of a forward-thinking, fast-moving, and inclusive global team that values both results and relationships, you’ll feel right at home here.

Job Purpose

The Senior Associate provides high-quality support to customers booking or managing UK holiday travel services. This role acts as both a subject matter expert and escalation support resource, ensuring exceptional customer experience and compliance with travel and data regulations.

The Senior Associate is an experienced, consistent performer who has been part of the campaign for at least one year, demonstrating reliability, operational excellence, and a strong understanding of UK travel market processes and customer expectations.

Key Responsibilities

Manage inbound and outbound customer interactions (voice, email, and chat) related to holiday bookings, payments, cancellations, and post-travel queries

Provide expert, empathetic support across travel products including accommodation, flights, car rentals, and holiday packages

Handle complex, sensitive, and escalated cases from associates or leadership, ensuring timely resolution within SLA and positive customer outcomes

Supervise and support Customer Service Associates through coaching, guidance, and performance feedback

Monitor daily operations to ensure service efficiency and adherence to quality standards, KPIs, and policies

Track, analyse, and report on KPIs (CSAT, QA, AHT, FCR) and overall team performance

Ensure accurate logging of all customer interactions in CRM and booking systems for full traceability

Maintain strong knowledge of UK travel policies, systems, booking tools, GDPR, and PCI-DSS requirements

Support onboarding, training, and upskilling through mentoring and side-by-side coaching

Identify root causes of recurring issues and collaborate with Team Leaders and QA teams to implement improvements

Collect and analyse feedback to drive continuous service improvement

Contribute to process improvement initiatives to enhance efficiency and customer experience

Ensure full compliance with company policies, procedures, and regulatory standards

Handle high-priority interactions with professionalism, accuracy, and a customer-centric approach

Key Competencies

Proven track record of consistent high performance over at least 12 months

Strong interpersonal and communication skills suitable for UK customers

Excellent analytical, problem-solving, and conflict-resolution abilities

Strong customer-centric mindset with the ability to remain calm under pressure

Deep understanding of UK holiday and travel market dynamics and seasonal trends

Ability to balance operational workload with escalation and mentoring responsibilities

High attention to detail, accuracy, and compliance awareness

Qualifications and Experience

Essential:

Minimum of 3–5 years’ experience in a customer service role within a BPO or contact centre environment

Proven experience in a senior or supervisory capacity (1–2 years)

Strong leadership, coaching, and mentoring skills

Excellent verbal and written communication skills

Strong problem-solving skills with ability to manage escalations effectively

Ability to analyse performance data and interpret KPIs

Ability to work under pressure and manage multiple priorities in a fast-paced environment

Preferred:

Bachelor’s degree in Business Administration, Management, Tourism, Hospitality, or a related field

Experience in performance reporting and operational analysis

Exposure to CRM systems, booking platforms, and workforce management tools

What We Offer

Benefits: Medical Aid allowance, provident fund (self-funded), group life cover, and funeral cover

Training: Comprehensive training programs to enhance leadership and customer service skills

Career Growth: Opportunities for advancement within a global organisation

Work Environment: A supportive, collaborative culture focused on innovation and continuous improvement