Description

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.

• Documents on quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
• Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
• Serves as final decision/opinion maker in the area, coaches, mentors and trains others in the area of expertise.
• Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.
• Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.
• Leads a team of Specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Requirements

• Minimum of 6 months relevant experience as a Quality Manager.
• Strong background in the travel industry, with a preference for candidates who have handled Expedia accounts.
• Experience with IGT, WNS, or Foundever is highly preferred.
• BPO experience is a must.