Manager, Customer Care Quality
This role is eligible for our five-day flex office work model.
We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call 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 maintenance of our quality assurance program. Reporting into the Senior Manager for Call Center Quality the selected candidate will partner closely with managers in operations and training to deliver solutions that result in performance improvements, and further business goals and objectives.
The candidate selected will lead all aspects of the delivery quality assurance processes and make recommendations for improvement in monitored emails, chats, and phone calls. They will be expected to quickly develop an understanding of Service operations, processes, and needs. This person must be comfortable running quality monitoring programs for large global audiences and will be expected to mentor and develop new and tenured quality auditors.
In this role you will get to:
Evaluate scorecards, surveys, policies, and day-to-day procedures to identify trends and training opportunities for continuous improvement
Ensure that quality reviews are conducted appropriately by analyzing evaluation results to identify trends and develop corrective action plans
Performs reviews to clearly define the desired agent behaviors during call handling, assess agent readiness, identify skill gaps, and make recommendations for improvements to leaders
Participate in the review and development of reference documents to drive quality improvement
Lends subject matter expertise in the design and ongoing maintenance of quality monitoring forms and quality standard
Complete variance analysis for calibrations, perform root cause analysis, report trends and needs to center management
Who you are:
3+ years of experience providing call center quality assurance services or in a supervisory role in a customer care remote or sales, multi-site environment
Travel industry experience
Must have experience with airline logistics and global distribution systems (GDS)
Proven knowledge of quality assurance and continuous improvement concepts, procedures, processes, standard methodologies, and industry trends
Experience performing QA remotely as well as onsite
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.