NA Contact Center Quality Manager at Expedia Group

| Austin
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Expedia

Vrbo is part of the Expedia Group family of brands. We are a world leader in the holiday rental industry with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect beach house, cottage, or apartment for any getaway.

Our mission is to make every holiday rental in the world available to every traveler through our online marketplace and we're committed to helping families and friends find the perfect holiday rental to create unforgettable travel memories together.

The Opportunity:

Are you passionate about delivering an effortless customer experience in travel? Are you excited to make a difference for travellers looking to book their dream vacation? At Vrbo we are seeking an experienced individual who thrives in a dynamic, fast-paced environment to join our Global Customer Experience (CE) Operations team.

As the Americas Quality Manager, you will be responsible for monitoring and improving quality as it relates to our agents, policy and processes, both internal and offshore. This includes responsibility for leading a team to report agent and process quality as measured by customer effort score, repeat contact, and policy adherence. This position reports to the Senior Manager, Global Quality to ensure a high-quality customer experience end to end. This role will contribute greatly to ensure that Vrbo has the processes and capability to meet current and future business objectives. You will also ensure we are building employee capabilities, developing leaders and retaining key talent to meet business objectives. You will be an authority in all things related to agent and process quality, analytics and meaningful measurement. The position collaborates with Customer Experience departments across the HomeAway global matrix.

Primary Responsibilities:
  • Partner with contact center leadership to build and drive quality strategy to support business objectives.

  • Facilitate relationships between teams, move initiatives forward, find resources, raise concerns to appropriate owners early and resolve open issues that prevent progress.

  • Lead the Americas Quality team to create a culture of continuous improvement, with neutrality and calibration activities (e.g. define measure, analyze, improve, & control.)

  • Monitor quality plan development, design, and implementation to ensure regional alignment.

  • Drive the Americas Quality team to report, monitor and offer improvements on critical metrics.

  • Report on communications and adherence from management and agents in improvement areas.

  • Ensure QMC tools and processes for scorecards and reporting are followed.

  • Innovate strategies to improve quality of agent contacts, related to people, policy or processes.

  • Monitor ongoing analyses to gauge effectiveness, gather and review data and provide recommendations based on those results.

  • Guide standards, systems and methodologies for quality audits.

  • Ensure a consistent customer experience and implement appropriate alignment strategies.

  • Build and maintain effective relationships with peers and key partners fostering a collaborative culture.

  • Act as the Subject Matter Authority for Customer Support Systems by providing information and guidance on internal systems and processes used to assist customers.

  • Establish and delegate regional team objectives and priorities.

Your Profile:
  • Experience influencing across functional and regional teams where engagement with global counterparts is required to standardize business practices and processes across regions.

  • High level of initiative, passion, and desire to craft an extraordinary experience for customers.

  • Ability to think strategically about how customer feedback can impact and organization.

  • Proven experience delivering quality improvement of processes, with emphasis on continuous improvement.

  • Possess excellent organizational, presentation skills and attention to detail.

  • Experience in leading a team of direct reports.

  • Ability to read, write, and speak English.

  • Excel in a fluid, dynamic and dynamic organization.

  • 4+years of experience leading a regional team.

  • 2+years of experience in leading a quality program.

  • Background with a global eCommerce business experience.

  • Experience working in a global environment across multiple brands.

  • Strong communication, facilitation and presentation skills.

  • BS or BA in related field.

Benefits & Perks:
  • Competitive health and insurance benefits

  • Competitive salary

  • Annual target bonus or commission

  • Paid vacation and sick time

  • Vacation rental on a yearly basis (taxable benefit)

  • Parental Leave (up to 20 weeks based on eligibility)

  • Employee Stock Purchase Program

  • Free snacks and beverages, including breakfast on Fridays

  • Frequent company update talks with our leadership team

  • Free listing on HomeAway.com

  • Electronic, adjustable stand-up desk

  • Discounted Metro & Rail pass

  • Casual dress

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Relocation (Y/N): N

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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • ScalaLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM

Location

Expedia Group has three offices in the Austin area with a 16-story building now open in the Domain.

An Insider's view of Expedia Group

How does your team reward individual success?

We love to reward our team members in multiple ways. We use a team slack “brag board” to post all of our positive partner feedback and wins on a regular basis. We also have ad-hoc competitions throughout each quarter where team members can earn time off, gift cards, lunch on the house, and many other fun prizes.

Kim

Sr. Manager, NA Partner Success

What projects are you most excited about?

As a Software Engineer, I’m excited to rebuild an old JavaScript and jQuery STAB component into a new React based component. The goal is to update this component to our new tech stack so when consuming applications move to using Catalyst based applications we can ease the integration process.

Juliana

Software Engineer

What makes someone successful on your team?

Being a successful finance person means being a strong business partner and not only understanding what is happening throughout the business but also being insatiably curious about it. It’s not enough to just know math, or know the numbers; you need to know where those numbers come from, how they get there and what's driving that result.

Sharon

Sr. Director Global Finance Operations

How do your team's ideas influence the company's direction?

The Talent Acquisition team is always pitching innovative ideas at our 120-day planning sessions that directly impact the company and recruitment experience. It’s amazing to see how quickly we’re able to implement new ideas every 120 days and measure the results. We’ve seen everything from employee referral reform to self-defense classes in Austin.

Marisela

Director, Global Talent Acquisition

How has your career grown since starting at the company?

I was hired as a Software Engineer II and have grown my leadership and technical skills while learning how my work directly impacts our marketplace and creates network effects. My growth has included improving search performance, helping teams build distributed systems, and mentoring and coaching new engineers from our Career Exploration Program.

Trey

Staff Software Engineer

What are Expedia Group Perks + Benefits

Culture
Volunteer in local community
We participate in an annual Day of Caring where Expedia Group offices from around the world all take a day in September to spend time volunteering for a favorite charity. This day is a paid day off!
Friends outside of work
Eat lunch together
Intracompany committees
Check out our employee resource groups here: https://www.expediagroup.com/about/diversity-inclusion/
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Expedia Group's team fitness initiatives include In-office fitness classes at our Austin Domain 11 office.
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Vrbo offers up to 20 weeks of paid parental leave (yes, dads, too!) for eligible new parents with at least 1 year of service.
Family Medical Leave
Adoption Assistance
Company sponsored family events
From our annual holiday party (without kids) to our Halloween, Spring Picnic and Bring your kid to work day parties, employees have several opportunities to celebrate together throughout the year.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
9 paid holidays + 2 floating holidays you can take any time during the year.
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted At team's discretion.
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Vrbo hosts lunch and learn meetings on occasion in addition to Fireside chats with notable leaders, Product Academy and Career Exploration Program.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We believe everyone deserves - NEEDS - time away from the office and we encourage employees to take advantage of their paid time off. We offer travel discounts to make it even easier to get out and see the world.

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