Quality Assurance Analyst

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Analyst, Quality Assurance

We are seeking an innovative Quality Assurance Analyst to join our Customer Operations team. You will be responsible for assessing agent performance, monitoring trends, designing evaluation programs, and making recommendations for improvement after data mining. The candidate will work closely with various departments and recommend changes. You will find opportunities to improve operational efficiencies and ensure our service standards are met at Expedia Group. This is a high-visibility role with interaction with senior leadership. Your goals will be tied directly to the bottom line of the business. And, you’ll be able to help our travellers have a world-class experience. We are working to continuously evolve the traveller experience with personalized products and services to help all our Expedia Group travellers. Does this sound like you? We can’t wait for you to join us!

What you’ll do:

• Capture and analyze data to identify trends and patterns to make performance improvement recommendations.
• Assist in the design and development of operational performance reports and reporting processes including historical reports and performance data
• Analyze information, including root cause, to make recommendations that reduce errors and improve process performance.
• Identify business inconsistencies and/or red flags.
• Present the results back to the business in a structured, data-driven manner with an ability to simplify complicated concepts.
• Real-time monitoring of business operations and performance indicators.
• Establishes and maintains positive working relationships with agents, peers, management, corporate, network, coworkers, and partners.
• Produce “what-if” scenarios to assist with business cases and aid managerial decision making
• Provide leaders with regular agent performance feedback.
• Coach agents and provide feedback on performance gaps found in audits.
• Conduct manual reviews of agent performance as necessary.
• Knowledge of company policies and process to help agents, supervisors, and management staff.

Who you are:

• Adept at conducting analysis, drawing out business insights from that analysis and communicate findings and recommendations persuasively.
• Experience of extracting and analyzing complex data from multiple sources.
• Analytical Attitude - you take a problem-solving approach that gets to the underlying business questions in using a variety of data sources.
• Experience in report production, communicating data in a substantial format to various collaborators, articulating requirements, expectations, and desired outcomes.
• The ability to clearly present ideas and theories to operations and managerial staff.
• Proactive and able to work independently.
• Strong attention to detail and accuracy is critical.
• Effective communicator - build and sustain effective communications with other roles involved in the project.
• Excellent social skills with ability to positively influence others.
• Knowledge of travel industry procedures, policies and applications.
• Regular typing, use of mouse, and ability to write regularly for eight hours or more.
• Ability to operate computer and other equipment around the office.
• Bachelor’s Degree in Economics/Business Management or equivalent experience.
• 2+ years of contact center operations experience or strong work experience in an operational role.

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and wellbeing, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and present acceptable proof of vaccination before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

© 2022 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.