Quality Manager
Job ID #: 25807
Company: Egencia
Location: USA - WA - Bellevue
Functional Area: Customer Service and Call Center
Employment Type: Full-Time Regular
Education Required: Bachelors
Experience Required: 3-5 Years
Relocation Provided: No Use your LinkedIn Profile to help you apply faster!
Position Description
Egencia is the fifth largest travel management company in the world. As part of Expedia, Inc., the world's largest travel marketplace, Egencia helps businesses get ahead by offering the only truly integrated corporate travel service. Egencia's industry expertise helps drive results that matter, delivering meaningful advancements that have a real impact. By combining a powerful offline and online service, Egencia delivers a complete corporate travel offering supported by global market expertise and a best-in-class technology platform.
Egencia's Global Customer Service (GCS) team is seeking a Quality Manager who will be responsible for creating, driving and measuring initiatives to improve the customer experience. Reporting to the Director of GCS Technology and Customer Experience, the Quality Manager's focus will be on the customer interactions that can/do result in contacts to Egencia's staff of 450+ Travel Consultants.
Responsibilities:
* Use a data-driven approach to identify measurable opportunities to improve the quality of service that Egencia provides to customers.
* Create a plan/roadmap to drive continuous improvement in 1) the customer experience and 2) internal process quality.
* Target opportunities for customer education/empowerment and call reduction to create service efficiencies.
* Make recommendations for process, performance, work-flow, policy, product, and technology enhancements. Champion enhancements/projects that are approved.
* Work collaboratively with other Expedia brands, departments within Egencia, Egencia partners, and groups within GCS to achieve goals. Groups within GCS include, but are not limited to Training, Agent Tools, Fulfillment, Operations, Client Resolutions, and Real-Time Management.
* Use data and root cause analysis to create long-term, sustainable solutions to problems.
* Manage a team of quality analyst(s)
* Educate and evangelize quality and customer experience goals.
* Design and manage incentive and recognition programs for Travel Consultants that meet or exceed quality or customer experience goals.
* Drive and own the consistency of quality and customer experience goals and results across Egencia's network of 450+ Travel Consultants. This network of Travel Consultants is comprised of employees of Egencia as well as Travel Consultants from Egencia Partners.
* Serve as a liaison and provide leadership and guidance to Egencia Partner locations related to quality and customer experience standards, projects, initiatives, and best practices. Ensure all necessary people and groups are aligned to quality and customer experience goals.
* Proactively manage Egencia's robust remote contact monitoring system (NICE). Pull reports, track and analyze data to identify opportunities for improvement and celebrate successes.
* Gain a deep understanding of the customer and Travel Consultant experience and workflow to make informed recommendations for improvements.
Qualifications:
* Education - college degree
* A minimum of 3 years of quality assurance experience desired
* Positive attitude, team player, self-starter and fast learner
* Proficient with managing and analyzing data, and communicating data in a way to allow for easy decision-making for any audience (particularly senior leadership).
* Ability to communicate clearly and concisely, both verbally and in writing
* Strong presentation and facilitation skills
* Proficiency in Microsoft Word, Excel, PowerPoint and Outlook
* Ability to set priorities, meet deadlines and manage multiple projects in a fast-paced, changing environment
* Experience using NICE call recording system is a strong asset
* Experience managing employees/direct reports is a strong asset
* Prior experience in the travel industry and/or a contact center a plus
About Expedia, Inc.
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visithttp://bit.ly/expediabrandsto learn more about our travel brands.
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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