Job Title: Quality Manager
Account: Travel| Expedia
Work Location: MOA & Mckinley
Work Setup & Schedule: Onsite/Night Shift

Job 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.

Non-Negotiable 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 Found ever is highly preferred.
BPO experience is a must