Sr. Manager, Contact Center Quality
We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner contact centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.
Why this job’s a big deal:
The Customer Care team is seeking an experienced quality assurance professional who can assume all responsibility for the oversight of our quality assurance program. Reporting into the Director of Support Services, Quality and Training, the selected candidate will partner closely with managers in operations and training to develop strategies that result in performance improvements, and furthers business goals and objectives.
The candidate selected will oversee the delivery of a best in class quality assurance end-to-end program. He or she will be expected to quickly develop an understanding of Service and Sales operations, processes and needs. This person must be comfortable running quality monitoring programs for large global audiences and will be expected to coach and develop new and tenured leaders..
In this role you will get to:
Develop members of the quality team and ensure they have the appropriate knowledge, education and experience to successfully implement the quality assurance strategy including: performance monitoring, calibration, and trend analysis
Provide oversight to QA Managers' including performance monitoring and tracking methods.
Own all quality assurance operations including planning, implementing, monitoring, and reporting functions
Work with business leaders to develop and implement quality auditing standards, processes, and practices for messaging and phone customer service interactions
Manage internal and external expectations related to quality management and effectively communicate quality standards across the project
Aggregate and analyze quality data and identify opportunities for improvement in service quality, and the design and implementation of key business and quality processes
Interact with operations and training to discuss quality issues, complete analysis and report all risks regarding quality monitoring and performance findings
Responsible for developing, implementing, and writing procedures, work instructions and flow-charts for QA activities and monitoring compliance with contractual agreements
Build, establish, and maintain internal and external strategic relationships
Strategically partner to identify and implement changes that will drive positive attitudes and performance among key indicators
Who you are:
3+ years of experience managing quality assurance teams in a sales and service contact center environment
3+ years of experience providing contact center multi-channel (call, chat, messaging, social) quality assurance services
1+ years of experience as a contact center agent providing multi-channel (e.g. call handling, chat, and messaging services) customer services
Demonstrated knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends
Effective oral and written communication skills
Experience performing QA remotely as well as onsite
Capable of leading meetings and making presentations
Proficient in Google, Forms, Sheets, and Slides
Experience with call and contact monitoring software
Experience using Verint (QM and XM packages) is preferred
Experience with call center phone systems (AmazonConnect) ACD is preferred
Demonstrated time management skills and strong interpersonal skills
Strong analytical skills with training and/or certification in Six Sigma methodology and analytics preferred
Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.