Expedia

The Opportunity:

Passionate about delivering an effortless customer experience in travel? Excited to make a difference for travelers looking to book their dream vacation? Vrbo is seeking an experienced individual who thrives in a dynamic, rapidly changing environment to join our Global Customer Experience (CE) Operations team. As a Quality Advisor, you will be responsible for monitoring and improving quality as it relates to our agents, policy and processes in the APAC/ANZ region. This includes reporting agent and process quality as measured by customer effort score, repeat contact, and policy adherence (among other KPIs). This position reports to the regional Contact Center Quality Supervisor 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. This individual is an expert in all things related to agent and process quality, analytics and meaningful measurement. The position collaborates with Customer Experience departments across the Vrbo global matrix.
 

Primary Responsibilities:

• Partner with contact centre leadership to build and drive quality strategy to support business objectives.

• Work with Customer Support Supervisors and Managers to ensure that all Agent and Supervisor Team KPIs are being met and coached to expectations.

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

• Monitor quality plan implementation to ensure alignment.

• Drive the North American Quality team to report, monitor and offer improvements on key KPIs.

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

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

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

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

• Build and maintain effective relationships with peers and key stakeholders fostering a collaborative culture. Analyze, compile, and generate reports to aid in developing or improving systems and processes to improve service quality.

• Perform quality audits as required.

• Assures congruence between site quality manual and actual practices.

• Accountable for administering his/her area of authority with intensity, consistency, good judgment, and common sense.

• Proven track record in accomplishing Customer Service reliability and process improvement projects with demonstrated results.

• Experience with Voice of Customer or Customer Satisfaction Surveys.

• Be the ‘voice of the customer’ by providing qualitative and quantitative insights to enable improvements to our process and solutions

Your Profile:

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

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

• Previous background in training of individuals in call centre or quality processes a plus.

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

• Experience with international and multicultural environment.

• Demonstrate attention to detail and ability to interpret information making sound recommendations from analysis.

• Exemplary coaching and mentoring skills, ability to inspire and support people.

• Ability to plan and prioritize work whilst remaining calm under tight pressure.

• Ability to read, write, and speak English.

• Excel in a fluid, dynamic and deadline-oriented organization.

• 2+years of experience in managing 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 or equivalent experience'

Benefits & Perks:

• Competitive health and insurance benefits

• Competitive salary

• Annual target bonus or commission

• Parental leave for up to 20 weeks (dependent on eligibility)

• Paid vacation and sick time

• Employee Stock Purchase Program

• Free snacks and beverages

• Frequent company update talks with our leadership team

• Free listing on VRBO.com

• Electronic, adjustable stand-up desk

• Discounted Metro & Rail pass

• Casual dress

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 to 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. 

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, Vrbo®, 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®.

About Vrbo:
In 1995, Vrbo introduced a new way for people to travel together, pairing homeowners with families and friends looking for places to stay. We were grounded in one purpose: To give people the space they need to drop the distractions of everyday life and simply be together. Since then, we've grown into a global community of homeowners and travelers, with unique properties in 190 countries around the world. Vrbo makes it easy and fun to book cabins, condos, beach houses and every kind of space in between. Vrbo is part of VRBO and the Expedia Group family of brands and offers homeowners and property managers exposure to over 750 million visits to Expedia Group sites each month. To learn more, visit www.vrbo.com.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, religion, gender, sexual orientation, national origin, disability or age.

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, religion, gender, sexual orientation, national origin, disability or age.

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.