Would you like to work with a product that allows you to impact the
lives of millions of people in a significant way? Are you looking for a
new challenge in an exciting environment that offers the agility of a
start-up but with the resources of a multinational?
The Mission:
One
of our core values is that we care about each customer. Working as
part of the Customer Service Team, the Quality & Process Coach is a
mentor to providing supervisory support to our CSR’s creating a positive
coaching environment. The core role is to observe, monitor and provide
structured feedback support to CSR’s to improve Customer Experience
through agreed action plans. You will also take part in focus groups and
workshops to put forward any ideas and suggestions related to our
business and subsequently assist with the implementation of improvement
changes.
What you will do (including but not limited to):
Process Owner:
- Standardisation and harmonisation in process across 3 brands
- A/B Testing on new or amended processes
- Single point of contact for “unknown” Process questions, raised via Team-Leads
- Act
as an information source for agents’ questions pertaining to process,
policy and work schedules whilst reviewing, organising and delegating
daily tasks for team
- Liaise with Learning and Development to identify training needs and support new hires
Customer Insights:
- DSAT Analysis flagging key focus areas to Management
- Be
the ‘voice of the customer’ by providing qualitive and quantitative
insights to enable improvements to our process and solutions
Quality Monitoring:
- Conduct 250 Quality Monitoring per calendar month
- Ensure
Team-Leads & CS Management across appropriate sites conduct Quality
Monitoring, ensuring they deliver against their monthly target
- Understand individual learning and development needs through Quality Audits
- Design agreed improvement plans with Madrid CS Managers based on Quality Monitoring
- Join call calibration meetings with Managers and Outsourcer
CSR (Customer Support Representative) Coaching:
- Provide side-by-side coaching support to CSR’s as needed
- Flag behavioural performance to Management which is impacting Customer Experience
- Act
as an information source for agents’ questions pertaining to process,
policy and work schedules whilst reviewing, organising and delegating
daily tasks for team
- Inspire and motivate agents; lead by example, encourage good team morale
Who you are
- Previous experience of working in a Call/Contact environment in a supervisory and/or quality coaching role.
- Industry advantages: travel websites, online advertising or B2C websites, additional languages
- High
standards of computer literacy and keyboarding skills. Experience with
business support software applications such as MS Office (Word,
PowerPoint, Excel, etc.) is required. (Intermediate level).
- Demonstrate attention to detail and ability to interpret information making sound recommendations from analysis (Essential).
- Communication and listening skills; strong verbal and written communication skills (Strong).
- Exemplary coaching and mentoring skills, ability to inspire and support people (Essential).
- Time management and organisational skills (Strong)
- Ability to build effective relationships with all level of professions (Essential).
- Ability to plan and prioritise work whilst remaining calm under tight pressure (Strong).
- Ability to conduct appropriate performance management coaching (Essential).
- Ms-Excel data manipulation, Salesforce Reporting and Ms-PowerPoint (Desirable).
Benefits & Perks:
- Competitive health and insurance benefits
- Competitive salary
- Paid vacation time
- Free snacks and beverages
- Frequent company update talks with our leadership team
- Free listing on HomeAway.com
- Electronic, adjustable stand-up desk
- 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
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®, 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.
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.