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
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.