View my profile

Quality and Process Team Lead (Call Centre)

Australia - New South Wales - Sydney


Vrbo is part of the Expedia Group family of brands. We are a world leader in the holiday rental industry with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect beach house, cottage, or apartment for any getaway.

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

About the opportunity

Are you passionate about delivering an effortless customer experience in travel? Are you excited to make a difference for travellers looking to book their dream vacation? At Vrbo we are seeking an experienced individual who thrives in a dynamic, rapidly changing environment to join our Global Customer Experience (CE) Operations team.

As a Quality Advisor, you will be responsible for monitoring and improving quality as it relates to our agents, policy and processes. This includes reporting agent and process quality as measured by customer effort score, repeat contact, and policy adherence. This position reports to the Global Quality Senior Manager to ensure a high-quality customer experience end to end. You will ensure that our current processes and capability to meet current and future business objectives. You will collaborate with Customer Experience departments across the Vrbo global matrix.

What you will do:

  • Partner with contact center leadership to build and drive quality strategy to support business objectives;
  • Work with Customer Support Supervisors and Managers to ensure that all Agent and Supervisor Team KPIs are being met and coached to expectations;
  • Facilitate relationships between teams, move initiatives forward, raise concerns to appropriate owners early and resolve open issues that prevent progress;
  • Monitor quality plan implementation to ensure alignment;
  • Report on communications and adherence from management and agents in improvement areas;
  • Ensure QMC tools and processes for scorecards and reporting are followed;
  • Monitor ongoing analyses to gauge effectiveness, gather and review data and provide recommendations based on those results;
  • Ensure a consistent customer experience and propose appropriate alignment strategies;
  • Build and maintain effective relationships with peers and key partners fostering a collaborative culture. Analyze, compile, and generate reports to aid in developing or improving systems and processes to improve service quality;
  • Perform quality audits as required;
  • Assures congruence between site quality manual and actual practices;
  • Be the ‘voice of the customer’ by providing qualitative and quantitative insights to enable improvements to our process and solutions.

Who you are:

  • High level of initiative, passion, and desire to craft an extraordinary experience for customers;
  • 2+years of experience in managing a quality program;
  • Demonstrated experience delivering quality improvement of processes, with emphasis on continuous improvement;
  • Previous background in training of individuals in call center or quality processes a plus;
  • Excellent organizational, presentation skills and attention to detail;
  • Experience with international and multicultural environment;
  • An ability to interpret information making sound recommendations from analysis;
  • Experience with Voice of Customer or Customer Satisfaction Surveys;
  • Exemplary coaching and mentoring skills, ability to inspire and support people;
  • Ability to plan and prioritise work whilst remaining calm under tight pressure;
  • Excel in a fluid, dynamic and deadline driven organization;
  • Background with a global eCommerce business experience;
  • Experience working in a global environment across a portfolio of brands;
  • Strong communication and facilitation skills;
  • Bachelor’s degree or comparable work experience.

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®,®, 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 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
Customer Service Group

Job Function
Contact Center Operations

Australia - New South Wales - Sydney

Job Type
Full-Time Regular

Similar Jobs

Go to top