Lodging Operations Quality Coordinator, Global Lodging Operations Support
Lodging Operations is a dynamic, growing business line launching two multilingual operations centers in 2010. Lodging Operations teams support internal Expedia/Hotels.com sales teams and 100,000 hotel partners (suppliers) with a variety of Tier 1 / 2 operations and call center support services – i.e., customer relocations, inventory management, guest contact, general customer service, accessibility requests, and financial payment questions.
Lodging Operations Support provides the greater Lodging Operations organization with essential “Best in Class” support services in the areas of reporting, analytics, workforce planning, process analysis and oversight, quality, training, curriculum, and solutions management.
The Quality Coordinator, Global Lodging Operations Support position requires a focused and detailed oriented individual to whose primary responsibility is to provide quality monitoring and quality data trending and analysis support services to Lodging Operations Support service supervisors and agents. Individuals will be required to develop expert level knowledge of all Lodging Operations functions and in-depth knowledge of Expedia systems, policies and processes. Individuals will also be required to develop expert level knowledge of the quality assurance lifecycle and process. Quality Coordinators will work closely with Lodging Operations' vendor-based voice quality monitoring program in order to provide a holistic view and trend analysis of the agents' quality performance. Quality Coordinators are integral in supporting an environment of continuous improvement to ensure our business objectives and metrics are met.
Provide Best in Class support to our internal and external teams in support of quality related performance. This will identify opportunities for process improvement; while driving down handle time and improving overall performance.
Contribute to and support an environment of root cause analysis and continuous improvement by identifying and documenting training opportunities and skill/knowledge gaps; identifying and documenting policies which may be detrimental to Expedia and Expedia customers.
Support customer satisfaction through rapid identification and appropriate prioritization and escalation of bugs and enhancements identified through the offline processes.
Provide support and recommendations for continuous improvement by analyzing trends discovered during quality analysis.
Prove Subject Matter Expertise (SME) support for both internal/external partners.
Participate in analysis and feedback sessions with Solutions and Project Managers in support of Expedia global initiatives (UAT testing/Process validation etc.).
Participate in and successfully pass all Lodging Operations related training.
Some travel may be required.
Qualifications, Work Experience and Education Guidelines:
1 – 3 years related experience in an e-commerce, travel and/or customer service environment
Experience in the travel industry highly desirable
Prior experience with the quality assurance process or in a quality assurance role is highly desirable
Strong problem solving skills
Strong customer and front-line staff orientation
Proficiency with the MS Office Suite, including, Word, Excel, PowerPoint, SharePoint, Outlook
Ability to work independently and in a team environment
Excellent verbal, and written skills a must-have
High School or equivalent degree required
Customer focus: Understands Lodging Operations Support value proposition and relationship to all customers – internal and external; anticipates needs; identifies opportunities that result in decreased costs and inefficiencies; instills value, honesty, integrity, and trust
Relationship Building: Promotes collaboration and teamwork; fosters development of a common vision; provides clear direction and priorities; clarifies roles and responsibilities with team members; values the contributions of all team members; involves others in shaping plans and decisions that affect them; acknowledges and celebrates team accomplishments.
Problem solving: Promotes an environment of continuous improvement; listens attentively to team/partners, and contributes to the implementation of improvement ideas; drives root cause analysis and corrective action to achieve goals
Personal Effectiveness: Produces outstanding results both professionally and personally by being proactive and committed. Continually focuses on achieving positive results contributing to Expedia’s business success
About Expedia Inc.
Our mission is to revolutionize travel through the power of technology.
Collectively, the **MEMBERS ONLY**SIGN UP NOW***. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The **MEMBERS ONLY**SIGN UP NOW***. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit ****to learn more about our travel brands.
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.
Website : http://www.expedia.com