Contact Centre Quality and Assurance Lead

About Tripadvisor

We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

Location - Oxford hybrid (2-3 days a week office attendance)

Fluency in English is required plus one EU language (Spanish, French, Italian or German) would be desirable but not essential.

**What You’ll Do**:
The TripAdvisor Rentals Contact Centre Quality and Assurance Lead will own the Quality & Knowledge management function within the Tripadvisor Rentals operation. This role will work with both the internal support teams and external partners to drive Quality & Knowledge Management improvements across multiple customer touch points, primarily using Quality Monitoring methodology.

**Key Responsibilities**:

- Ownership of Quality Assurance (QA) function, which includes reporting, data analysis, root cause analysis and implementation of improvement opportunities across internal and external teams
- Reporting to the Senior Operations Manager you will support in-house teams for all QA & Knowledge Management issues and you will be the point of contact for the external partners. This role will drive weekly and monthly QA rigor and would be the quality benchmark via calibration.
- Drives collaborative discussions across stakeholders regarding customer experience with the aim of improving standard processes and delivery.
- Position would require producing relevant weekly, monthly and quarterly quality reports to various stakeholders across the organisation.
- Working with the Ops team to regularly review and scrub CSATs, create and follow up on improvement plans
- Proactive approach to identify, recommend & implement process improvements based on global or regional QA inputs.
- Lead external vendors on their QA performance and work together to drive improvements at agent and site level.
- Ensure a consistent approach in QA assessments both for onshore and offshore teams
- Support with training and advice so best practices are shared and consistency is obtained across all agents including new starters.
- Organise workshops and sessions for the teams when required focusing on underperforming areas, business focus and strategy, addressing service quality deficiencies and/or improvement opportunities.
- Develop and conduct targeted group coaching sessions for analysts and/or offshore quality specialists and all support members.
- Use your expertise in quality assurance to assess existing practices and procedures for process improvement opportunities for all teams and sites.
- Efficiently and effectively, prioritise tasks. Maintain a higher level of working knowledge about our products, processes and operations.
- Support day to day vendor queries on all quality & knowledge management related items.
- Provide regular inputs to the training, operations, customer relationship teams and management using the QA data points.

**Skills/Qualifications**:

- At least 2 years experience within the QA function in a call centre environment. (Ideally obtained in travel industry)
- Fluent in English and knowledge of one major European language will be a distinct advantage.
- Should have worked in customer service function and exposure to customer experience methodologies will be preferred.
- Experienced in DSAT scrubbing and good understanding of CSATs
- Ability to lead & build consensus without formal team responsibilities.
- Passion for customer experience and act as a customer advocate within the organisation.
- Strong analytical approach with excellent MS office skills.

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