Customer Experience Group (CEG): Quality Assurance Manager (based in Bangkok, Thailand)

at Agoda

Bangkok, Thailand

 

Agoda.com is a leading Asia-based, online travel accommodation company specializing in securing the best accommodations at the lowest prices for global travelers. Agoda.com is part of Booking Holdings (Nasdaq:BKNG). Our network includes more than 1,000,000 accommodations worldwide. The multinational staff of more than 4,000 professionals, located throughout the world, provides a first-rate customer service experience in 38 languages combining local knowledge and local connections to provide the best deals to both business and leisure travelers.

Role Overview:

Customer Experience Group (CEG): Quality Assurance Manager provides leadership of the Quality Assurance program for our multi-channel contact center. The manager works closely with Customer Experience Group (CEG) leadership team to provide them with actionable insights to improve the level of service and drive customer satisfaction. The position ensures the contact center staff are in compliance with our procedures and constantly monitors the quality of the work, to enable Agoda CEG meets the expectations of our customers. 

Responsibilities:

  • Redefine the vision and strategy of QA team
  • Lead, develop, and inspire the global QA team
  • Work to refine and evangelize CEG’s QA practices and processes
  • Ensure company compliance initiatives are in place and monitorable, both at the local and international level
  • Find more efficient and effective ways to measure procedural adherence, guide the team to work in smarter and more efficient ways with automated reports and forms
  • Provide actionable insights to enable significant improvement in customer experience outcomes
  • Assure that daily, weekly and monthly reporting is accurate, professional and delivered as promised
  • Communicate with the stakeholders on efficiency/operational cost opportunities
  • Measure our agent’s ability to effectively meet the needs of our customers
  • Identify the root causes of customer dissatisfaction and address those issues to the responsible people, follow up the actions
  • Organize team and CEG level calibration sessions to create a global QA culture
  • Nurture a culture of cross collaboration and strong relationships with the frontline operations teams
  • Provide coaching and support for the QA Team Managers and Analysts regularly
  • Update the team in line with the changes within the company or within CEG
  • Effectively manage a diverse team, coach the team regularly
  • Find ways to improve employee engagement and ensure the continuous development of the team
  • Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises
  • Ensure a safe, friendly working environment
  • Embrace the Agoda Mission and Values

Requirements:

  • Bachelor’s degree
  • 8+ years of comparable work experience
  • 4+ years customer service leadership experience in a contact center environment
  • 4+ years’ experience/exposure with a Quality Assurance/Contact Monitoring program which includes procedures, processes and working knowledge of the foundational software application(s)
  • Excellent verbal and written communication skills in English
  • Advanced knowledge of Microsoft Office, specifically Microsoft Excel and PowerPoint
  • Ability to manage a “virtual” team of employees in multiple locations
  • Ability to create effective reporting and communicate results to multiple audiences with actionable recommendations
  • Demonstrated employee relations skills that promote fairness, motivation, fun and productivity
  • Proven problem-solving skills and the ability to successfully adapt to changes that impact the needs of the business
  • Able to work as an equal participant of a larger, broader, diverse leadership team with demonstrating strong leadership skills
  • Ability to work with very minimal guidance or supervision in a time-critical environment
  • Previous experience performing audits and responding to audit requests
  • Ability to manage multiple projects or priorities
  • Accepts feedback from others and gives appropriate recognition to others
  • Must be action-oriented with a great sense of customer focus and a high commitment to quality
  • Ability to effectively prioritize and execute tasks in a high-pressure environment

Good to have

  • Experience using Genesys, Verint or equivalents
  • Working knowledge of SQL

Location: Bangkok, Thailand

**We support a relocation package to Bangkok, Thailand and this is not a remote position. **

 

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