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Quality & Performance Manager - EMEA

France - Courbevoie


Egencia is Expedia Group’s business travel company. In the same spirit, we are pioneers in the industry. Always solutions oriented, we value human contact. Egencia's teams collaborate globally to provide business travelers with the best possible user experience every single day.

Egencia is looking for a Quality & Performance Manager for its EMEA 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.

Decisions have to be based on solid quantitative analysis, thus very strong analytical mindset is critical.

We expect you to be forward thinker, curious, creative and motivated to face this challenge.

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.

What you’ll do

  • Be a true leader in Performance Management
  • Ensure delivery of delightful experience to customers
  • Build and maintain close relationship with our EMEA’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 business reviews to ensure visibility of performance and drive improvements
  • Work with leadership team to track initiatives progress and performances

Who you are

  • You have an MBA or a Master’s degree
  • You have 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 are fluent in English
  • You have extraordinary organizational skills and ability to work and influence across all levels within the organization.
  • You are an effective communicator, with both written and oral presentations.
  • To be successful in this role you should possess a focused, analytical mind, the ability to connect the dots and identify the big picture.
  • You have experience analyzing data using Excel or any business intelligence tool.

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.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Expedia Group 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.


Job Category
Management Group

Job Function
Reporting / Business Analytics

France - Courbevoie
UK - Manchester
France - Paris

Job Type
Full-Time Regular

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