Job Description

Role Description:This role focuses on ensuring that the services provided by the customer service teams of our external partners are a seamless extension of the Booking.com/Priceline customer experience.Supports the quality assurance across the globe through the implementation of processes and tools. The specialist position is a support position in the team to Quality Programs and Continuous Improvement endeavors.The specialist supports Calibration, Change prioritisation and BAU activities for the Quality Management Methodologies (review content KMS, Process/Guidelines, Audits and Deep Dives) as well as maintaining and crafting Quality Data for PM and Improvement insights in Tableau or otherwise.The specialists have largely BAU and Maintenance responsibilities (CI/ Data maintenance, calibration, audits and change impact assessments) as well as personal led projects such as CI deep dives, business insights from Quality Framework). The nature of the work stays largely the same in projects but topics shift based on generated insights from our QM Framework.The specialist role works together with Regional and Global Support Team members in CS as well as collaborating closely with other support teams such as Product, Big Data, Voice/Tech for their maintenance of products (CI & Feedback Loops, Data maintenance and Infra). The work is across the board comparable to inhouse and external CS customer Support (EPS).Key Responsibilities

• Builds and supports an environment oriented to open communication, creative thinking, cohesive team effort and trust. Incorporates this in their daily approach and work scope.
• Audits the quality of CS & EPS performances through the execution of the processes built for the Quality Framework and Quality Management methodologies, this extended to CI process and Reporting mechanisms to business owners.
• Measures both successes and developmental areas based on Training and Quality CS & EPS performances and provides feedback to the business and appropriate owners. Insights driven for performance improvements for people performance and drive insights to process and product improvements when indicators arise.
• Assists with the planning, design and development of new and existing training courses (review and input for our LD team for learning intervention at broad scale both EPS/CS inhouse) based on Quality Framework output and CI findings.
• Facilitates training and workshops when required in role.
• Prepare TQ professionals in line with Booking.com standards and methodologies, onboarding and support where needed and signaled by Regional and Global Owners (EPS/CS)
• Provides support in the implementation of LQ related changes (EPS and CS needs)
• Assists CS & EPS LQ operations with answering sophisticated questions from staff and, if vital, taking over activities, providing solutions to problems and making decisions.
• Facilitates/ monitors calibration activities and provides support to the calibration mechanism
• Builds solid working relationships with the Global & EPS LQ teams
• Carries out audit and deep dive activities
• Monitors, implements and reviews processes and procedures for the Quality and Training team, initiating and driving improvements according to global needs

Stakeholders this role works most closely with

• EPS
• Global Quality team
• Regional LQM Teams (Site LQM)
• Global Support (Central OPS)
• Booking Corporate Teams(Product, Tech, Big Data, Voice and Infra)

Years of relevant Job Knowledge

• Broad Job Knowledge (3 - 5 years)

Requirements of special knowledge/skills

• Quality Assurance certification advised but not required such as COPC, LEAN or ISO LEAN CI certifications advised but not required
• Proven experience in Learning and Quality within Customer Service and an authentic passion for these topics
• Basic project management and effective time management skills
• Organizational skills
• Excellent communication skills
• Computer skills; PowerPoint, Word and excel (basic HTML editing skills and knowledge of Windows Publisher is helpful). Experience with LMS software is a definite plus.
• Excellent skills in mentoring and providing feedback
• Proficient in English, both written and spoken

Benefits & Perks: Global Impact:

• Booking.com\xe2\x80\x99s Total Rewards Philosophy is not only about compensation but also about benefits. Our Total Rewards are striven to make it easier for you to experience all that life has to offer\xe2\x80\x94all the messy, beautiful, and joyful bits\xe2\x80\x94on your terms. So you can focus on what really matters. We offer competitive compensation as well as thoughtful, valuable, and even fun benefits.

#ThinkInclusion: Wellbeing & Inclusion at Booking.com:

• Directly linked to our mission to make it easier for everyone to experience the world, Inclusion, Diversity, Belonging, Wellbeing and Volunteering (IDBWV) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
• Take it from our Chief People Officer, Paulo Pisano: \xe2\x80\x9cAt Booking.com, the diversity of our people doesn\xe2\x80\x99t just build an outstanding workplace, it also builds a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It\xe2\x80\x99s a place where you can make your mark and have a real impact in travel and tech.\xe2\x80\x9d

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