Job Information
Travel Incorporated Manager - Quality Management - DF164 in Duluth, Georgia
Join Travel Incorporated as our Manager of Quality Management and take charge of crafting and steering a top-notch quality program with a client-centric approach. You'll be at the helm, ensuring adherence to standards, policies, and procedures, while actively seeking out opportunities for enhancement. Collaborate closely with our Contact Center leadership to devise coaching and training strategies that propel teams toward exceeding business objectives, all in the pursuit of delivering unparalleled client experiences.
Ready to lead the charge in elevating our standards and enhancing client satisfaction? Apply now!
RESPONSIBILITIES Manages the quality monitoring program to monitor operational performance and achievement of client experience standards; ensures actionable coaching feedback is provided and proactively identifies opportunities to improve client experience and efficiencies. Ensures monitoring plans are fully executed in accordance with established program calendar and productivity, quality and efficiency goals are achieved. Maintains internal program quality and data integrity by performing reviews of contacts, providing actionable feedback to drive performance and consistency among the quality team. Provides guidance and counsel to the quality team regarding escalations of interactions that represent a serious deviation from established standards. Delivers actionable insights and recommendations to the leadership team via presentation of monthly and quarterly dashboard and calibration reports. Builds collaborative relationships with Company leadership, team managers and frontline associates and serves as a go to resource with subject matter expertise. Complies with all Company processes and procedures and adheres to security protocols and policies while performing tasks, including appropriate handling of call recordings and performance data. Conducts periodic 1:1 coaching sessions to provide timely feedback and drive improvements in effectiveness and productivity; documents all efforts. Leads the teams performance management process including goal creation and monitoring, documentation of both positive and constructive coaching efforts, and preparation and delivery of associate performance reviews. Maintains an active expert level awareness of Company policies, security protocols, compliance requirements and HR requirements as it relates to managing associate groups. Engages associates in building a creative, challenging, productive and rewarding workplace. Creates an environment for staff development including actively participating in training development and delivery. Broadens associate views of their current role to understand and see their impact and opportunity within the business. Actively participates in recruitment efforts and candidate interviewing/selection to hire high quality individuals as needed and ensures thorough and effective onboarding of new team members.
QUALIFICATIONS/SKILLS EDUCATION: Bachelors Degree in business or related field or equivalent combination of education and experience. EXPERIENCE: 5 years experience in travel management contact center environment with a focus on leadership and/or Quality/Client Success. 3 years experience in direct supervisory role responsible for associate coaching and development. Deep expertise in travel management, products and services TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat and email. Strong skills with MS Office, Google Business Suite or similar. Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools. Prior expert-level experience with quality monitoring and management tools preferred. LEADERSHIP: Demonstrated ability to coach and lead others is required as evidenced by prior leadership experience. Experience in handling personnel-related issues and developing and retaining staff. DETAIL AND PROCESS ORIENTATION Strong process orientation with the ability to identify improvement opportunities; works collaboratively with Company staff on projects that include processes, tools and offering development. Detail oriented with the ability to see the big picture. OTHER KEY SKILLS: Exceptional Communication Abilities Analytical Skill Ethics and Integrity Accountability Relationship Building Client Service Focus Problem Solving
WHAT WE OFFER At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology and constant process improvement. Our dedicated associates give their best every day, and have fun while doing it! Learn more about our business and culture by visiting www.travelinc.com.
This is a remote position which will be located at the associates permanent residence. Candidates must reside in a state where Travel Incorporated is currently hiring and we reserve the right to decline applications based on location.
Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at hr@travelinc.com. Connecting innovative technology with superior service to advance...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity