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Customer Experience Quality Manager, EMEA

Spain - Madrid

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Expedia

Passionate about delivering an effortless customer experience in travel?

Excited to make a difference for travelers looking to book their dream vacation?

If your are you looking for a new challenge in a fast-paced environment that offers the agility of a start-up but with the resources of a multinational then this could be the next play you're waiting for!

Our mission is to make every holiday rental in the world available to every traveller in the world through our online marketplace. We're committed to helping families and friends find the perfect holiday rental to create unforgettable travel experiences together.

The Mission:

HomeAway is seeking an experienced individual who thrives in a dynamic, rapidly changing environment to join our Global Customer Experience (CE) Operations team. As the European 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 role will contribute greatly to ensure that HomeAway has the processes and capability to meet current and future business objectives. As the manager of our EMEA team, you will also ensure we are building employee capabilities, developing leaders and retaining key talent to meet 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 HomeAway global matrix.

What You'll Do:

  • Partner with regional 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.
  • You will create a team culture of continuous improvement, with neutrality and calibration activities.
  • You will mentor the regional team to analyze data to identify gaps in process and policy as well as to recommend solutions.
  • You will coach your team to identify agent performance improvement opportunities and mentor them to work with the CE Management Team in order to effectively coach the Customer Support Agents.
  • You will partner with the Regional OS Quality Consultant to ensure vendor quality meets expectations with the internal regional teams.
  • Ensure Quality Management Control 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.
  • 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 Expert for Customer Support Systems by providing information and guidance on internal systems and processes used to assist customers.

Who You Are:

  • 4+years leading a regional team of direct reports in remote locations.
  • 3+years of experience in analyzing or running a quality program.
  • Native/Bilingual level English plus one other European Language (French, German, Italian or Spanish).
  • Experience in coaching and/or training Customer Service teams.
  • Experience influencing across functional and regional teams where engagement with global counterparts is required to standardize business practices and processes across regions.
  • Demonstrated experience delivering quality improvement of processes, with emphasis on continuous improvement.
  • High level of initiative, passion, and desire to craft an extraordinary experience for customers.
  • Ability to think strategically about how customer feedback can impact the organization.
  • Possess excellent organizational, presentation skills and attention to detail.
  • Excel in a fluid, dynamic and deadline-oriented organization.
  • Background with a global eCommerce business experience.

Benefits & Perks:

  • Competitive health and insurance benefits.
  • Competitive salary.
  • Annual target bonus or commission.
  • Free snacks and beverages.
  • Frequent company update talks with our leadership team.
  • Free listing on HomeAway.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 extraordinary 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.

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