Contact Center Operations

Quality and Process Team Lead

Madrid

Expedia

Quality and Process Team Lead

Would you like to work with a product that allows you to impact the lives of millions of people in a significant way? Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational?

The Mission:

One of our core values is that we care about each customer.  Working as part of the Customer Service Team, the Quality & Process Coach is a mentor to providing supervisory support to our CSR’s creating a positive coaching environment. The core role is to observe, monitor and provide structured feedback support to CSR’s to improve Customer Experience through agreed action plans. You will also take part in focus groups and workshops to put forward any ideas and suggestions related to our business and subsequently assist with the implementation of improvement changes.

What you will do (including but not limited to):

Process Owner:

  • Standardisation and harmonisation in process across 3 brands
  • A/B Testing on new or amended processes
  • Single point of contact for “unknown” Process questions, raised via Team-Leads
  • Act as an information source for agents’ questions pertaining to process, policy and work schedules whilst reviewing, organising and delegating daily tasks for team
  • Liaise with Learning and Development to identify training needs and support new hires

Customer Insights:

  • DSAT Analysis flagging key focus areas to Management
  • Be the ‘voice of the customer’ by providing qualitive and quantitative insights to enable improvements to our process and solutions

Quality Monitoring:

  • Conduct 250 Quality Monitoring per calendar month
  • Ensure Team-Leads & CS Management across appropriate sites conduct Quality Monitoring, ensuring they deliver against their monthly target
  • Understand individual learning and development needs through Quality Audits
  • Design agreed improvement plans with Madrid CS Managers based on Quality Monitoring
  • Join call calibration meetings with Managers and Outsourcer

CSR (Customer Support Representative) Coaching:

  • Provide side-by-side coaching support to CSR’s as needed
  • Flag behavioural performance to Management which is impacting Customer Experience
  • Act as an information source for agents’ questions pertaining to process, policy and work schedules whilst reviewing, organising and delegating daily tasks for team
  • Inspire and motivate agents; lead by example, encourage good team morale

Who you are

  • Previous experience of working in a Call/Contact environment in a supervisory and/or quality coaching role.
  • Industry advantages: travel websites, online advertising or B2C websites, additional languages
  • High standards of computer literacy and keyboarding skills. Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.) is required. (Intermediate level).
  • Demonstrate attention to detail and ability to interpret information making sound recommendations from analysis (Essential).
  • Communication and listening skills; strong verbal and written communication skills (Strong).
  • Exemplary coaching and mentoring skills, ability to inspire and support people (Essential).
  • Time management and organisational skills (Strong)
  • Ability to build effective relationships with all level of professions (Essential).
  • Ability to plan and prioritise work whilst remaining calm under tight pressure (Strong).
  • Ability to conduct appropriate performance management coaching (Essential).
  • Ms-Excel data manipulation, Salesforce Reporting and Ms-PowerPoint (Desirable).

Benefits & Perks:

  • Competitive health and insurance benefits
  • Competitive salary
  • Paid vacation and sick time
  • Free snacks and beverages
  • Frequent company update talks with our leadership team
  • Free listing on HomeAway.com
  • Electronic, adjustable stand-up desk
  • 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®, 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®.

About HomeAway:

HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. HomeAway is part of the Expedia Group family of brands.

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.

Note to Third-Party / Recruitment Agencies / Executive Search Firms: HomeAway does not accept unsolicited resumes from third-party recruiters or recruiting agencies. Please do not forward unsolicited resumes to any employees of HomeAway.

HomeAway is not responsible for any fees related to unsolicited resumes.

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