NA Contact Center Quality Manager at Expedia Group
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.
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.
Competitive health and insurance benefits
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
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.
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.
Relocation (Y/N): N