Service Delivery Quality Manager

3 - 5 years
Quality Assurance
Full Time
United States
Springfield, MO
October 28, 2019

The Service Delivery Quality Manager leads Expedia Inc’s direct customer interactions. The candidate will be responsible for the end-to-end quality assurance program, ensuring that our frontline call center teams provide an extraordinary customer experience across our Global Customer Operations (GCO) travel program networks.

The GCO Contact Center footprint spans multiple locations worldwide that support Expedia Inc’s brand and affiliate/partner programs in a multi-channel environment. You will be responsible for the end-to-end program ensuring the quality of our Contact Center operations that support these lines of business.

You’ll have experience in managing and maturing Contact Center Quality Assurance programs – particularly in outsourced environments that support multi-channel environments. You’ll be passionate about delivering a quality customer experience.

Supporting the broader Global Customer Operations group, this role will unify stakeholders and promote partnerships with internal and external clients by working through complex business problems in a consultative, collaborative approach – taking partners on a journey with you.

Direct experience working with constituents to design a premier quality assurance program and managing external vendors is essential, as well as a consistent track record in a highly analytical, results-focused environment.

This role is a fantastic opportunity to join a dynamic team, which will reward those who aspire to solve creative problems collaboratively and become industry leaders in this field.

What You Will Do/roles & Responsibilities

  • Drive performance through management and analysis of quality data, process/procedures and their impact on critical metrics, customer satisfaction and goals of the GCO organization.
  • Maintain a solid understanding of business practices and strategic direction across potentially several partners and contact centers with an ability to quickly grasp and articulate the implications of system, process, and delivery issues and trends.
  • Monitor the performance of the Quality Program and related activities on a continuing basis, actively identifying areas of opportunity and taking appropriate steps to improve its effectiveness.
  • Education and embedding of policies; driving improved learning outcomes for our agents.
  • Procedure and processes change management to enhance agent performance, enabling agent success.
  • Provide thought leadership, operational support, and regular Quality performance reviews.
  • See opportunities for improvements and influence change that result in the reduction of non-value-add activities within Operations.
  • Collaborate with multiple business units, Service Delivery, and Center leadership teams to develop and implement corrective action plans to resolve complex business and performance problems, providing guidance and ensuring future opportunity areas are diagnosed and acted upon.
  • Implement industry-leading best practice strategies that consistently fit our scale and global operational model.

Who You Are

  • You have strong analytical and communication skills. Project Management skills a plus.
  • Skilled at turning innovative ideas into reality; know and show how to replicate successes in scale across multiple brands and markets/languages/cultures.
  • The ability to interface at multiple levels throughout the organization to drive results.
  • You have the skill to recognize problems, systematically gather information, sort through various levels of complexity, seeks input from others, and address the root cause.
  • You can gain cooperation from a wide variety of sources, including leadership, partners, and other departments.
  • Experienced in the cultivation and maintenance of strong working relationships and collaboration across multiple businesses, delivery, and technical teams.
  • Ability and willingness to travel.
  • You are able to demonstrate leadership experience by unifying stakeholders, promoting partnerships and developing others.
  • Able to apply critical thinking and creative problem-solving skills.
  • Possess attention to detail and quality.
  • Value cross-team collaboration.
  • Thrive in a fast-paced, dynamic environment with multiple challenging priorities.
  • Solid experience in a results-driven environment. Previous Quality Management in an outsourced/vendor environment highly desirable.
  • You have the ability to work to deadlines while handling a fast-paced, evolving, team environment.
  • Experienced with customer-focused organizations that operate at scale.
  • Strive for resolution, engaging with multiple clients using a consultative approach.

Why join us:
Expedia Group recognizes our success is dependent on the success of our people. We are the world’s travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people’s lives better – that responsibility inspires us to be the place where exceptional people want to do their best work and to provide them the tools to do so.

Whether you’re applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 to confirm work authorization.

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