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Quality & Performance Manager - North America

Canada - Ontario - Mississauga

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Egencia

Egencia is looking for a Quality & Performance Manager for its North America organization. Your mission will be to lead Customer Service Delivery management on the path to Excellence by driving quality of service and extraordinary customer experience. You will identify business trends, opportunities, issues to be able to recommend and lead action plan that will help increase both customer happiness and operational efficiency. You will ensure continuous improvement and execution of our Quality & Performance Program.

Who You Are:

Decisions are based on proven quantitative analysis, thus a very strong analytical mindset is critical. To be successful in this role you should possess a focused, analytical mind, the ability to connect the dots and identify the big picture

  • MBA or Master’s degree
  • 6+ years in Contact Center performance management and/or Quality Management
  • You possess excellent analytical and quantitative skills
  • You are customer focused
  • You are proficient in Excel and PowerPoint
  • You have extraordinary organizational skills and ability to work and influence across all levels within the organization
  • You are an effective communicator in both written and oral presentations
  • You have experience analyzing data using Excel or any business intelligence tool

What You’ll Do:

You will be part of the Global Customer Operations (GCO) organization reporting to the head of Global Quality and Performance who is based in Paris.

  • Be a true leader in Performance Management
  • Ensure delivery of delightful experience to customers
  • Build and maintain close relationship with our North America’s Operations leaders and other departments
  • Ensure continuous improvement and execution of our Quality & Performance Program
  • Understand key drivers and communicate insights to team members and leadership.
  • Actively provide analysis and build solid plans to solve issues in contact center performance that are negatively impacting quality of service
  • Bring a fresh eye on Performance Management methods and operating model
  • Support strategic business decisions on Customer Operations strategy.
  • Lead monthly and quarterly QA reviews to ensure visibility of performance and drive improvements
  • Work with leadership team to track initiatives progress and performances

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 the 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.

Call to Action

Are you forward-thinking, curious, creative and motivated? Then this could be the challenge you are looking for.

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®.

*LI-LW1

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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R-38099

Job Category
Management Group

Job Function
Reporting / Business Analytics

Location
Canada - Ontario - Mississauga

Job Type
Full-Time Regular

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