Senior Quality Assurance Manager, Expedia Group

BPO, Commercial

$155-217k

Employees in this role have the potential to increase their pay up to $248,000, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Salary shown is for Seattle & Austin, and may differ for UK candidates

Senior and Expert level

Austin

London

Remote from UK, US

Online travel shopping company

Job no longer available

Online travel shopping company

1001+ employees

B2CHospitalityB2BTravelMarketplaceTransportFlightseCommerce

Job no longer available

$155-217k

Senior and Expert level

Austin

London

Remote from UK, US

1001+ employees

B2CHospitalityB2BTravelMarketplaceTransportFlightseCommerce

Company mission

Expedia's mission is to power global travel for everyone, everywhere.

Job

Company

Role

Who you are

Are you a seasoned Quality Assurance expert with a keen eye for detail and a knack for pushing the boundaries of traditional QA methods?
Do you thrive on pioneering advancements in QA through cutting-edge automation and AI technologies?
If you're someone who loves to innovate and drive forward the evolution of Quality Assurance within commercial teams, we have an exciting opportunity for you!
We're looking for a proactive individual who not only identifies areas for enhancement but also instills a relentless commitment to quality across every aspect of our operations
If you're ready to lead the charge in redefining QA paradigms with the latest automation and AI technologies, we invite you to join us in this exciting journey!
Bachelor's degree (BA/BSc) with 8+ years' experience in quality assurance within a commercial team
Strong understanding of quality management systems, methodologies, and best practices
Excellent analytical and problem-solving skills, with a commitment to making data-driven decisions
Effective communication and interpersonal skills, fostering collaboration with cross-functional teams
Experience in maintaining and improving quality standards in a dynamic and fast-paced environment
Excellent project management skills, including the ability to lead complex QA initiatives from conception to successful implementation
Certifications in quality management is a plus

What the job involves

We're seeking a dynamic Senior Quality Assurance Manager who can spearhead the integration of groundbreaking QA strategies, particularly leveraging automation and AI, to elevate the quality standards within our commercial operations
In this role, you'll be instrumental in shaping the direction of our QA initiatives, focusing on optimizing quality across our BPO footprint and revolutionizing quality management processes in our contact centers
Collaborating closely with diverse teams, you'll champion excellence, foster a culture of continuous improvement, and drive the implementation of innovative QA practices throughout the organization
Spearhead the development and execution of innovative third-party QA strategies for commercial teams, prioritizing the integration of automation and AI technologies
Implement and oversee cutting-edge quality management processes to drive forward the evolution of QA standards, particularly within contact centers
Conduct thorough audits and assessments, leveraging advanced analytics and AI tools to identify areas for enhancement and execute proactive corrective actions
Serve as a visionary consultant and industry expert, providing strategic guidance to internal teams and senior leadership on pioneering QA approaches
Effectively communicate the vision and objectives of our innovative QA strategy to instill a culture of excellence and continuous improvement throughout the organizations
Proactively leverage data-driven insights to identify opportunities for innovation and enhancement within QA processes, leveraging automation and AI advancements
Stay at the forefront of industry trends and emerging technologies, driving the adoption of innovative QA practices to stay ahead of the curve
Collaborate closely with internal teams to ensure compliance with evolving industry standards, regulations, and certifications, integrating automation and AI solutions where applicable
Collaborate closely with the vendor solutions team to manage a diverse portfolio of global vendors
Lead complex QA programs and projects to optimize efficiency and effectiveness
Foster strong relationships with internal and external stakeholders, driving alignment and collaboration in the implementation of innovative QA initiatives across the commercial footprint

Our take

Expedia is an online travel agency. They enable users to access a wide range of services including airline tickets, hotel reservations, car rentals, cruises, vacation packages, and various attractions and services via the world wide web and telephone travel agents. Its primary web businesses include Expedia.com, Hotels.com, Hotwire.com, and Egencia.com.

Between 2021 and 2022, Expedia has been selling and merging a list of its sub-brands in a bid to simplify its operations, including Egencia and Classic Vacations. Due to plummeting share prices, mostly in the case of its sub-brands, Expedia has been leveraging its subsidiaries' customer base and merging them into the company’s core brand. Contrasting this move, Expedia has also been partnering with tech start-ups in a bid to make travel more accessible to underserved groups. Becoming Rentable, a travel company for the disabled is one of 12 startups that are part of Expedia Group’s new Open World Accelerator Programme.

What this indicates is Expedia’s shift from buying other travel companies and a move towards enhancing the experience of its preexisting customer base. This move is aiding in a long-term plan for greater long-term traveler loyalty, utilizing Expedia’s vast amounts of data, not just from reviews, but from check-in, cleanliness, communication, cancelations, etc to inform how guests experience a property.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

9% employee growth in 12 months

Glassdoor (3.9)

Company

Company benefits

Leisure Travel Reimbursement
Travel Discounts
Family & Friends Discount
Employee Assistance Program
Wellness Reimbursement
Global Service Awards
Business Travel Medical Insurance
Matching Gifts
Expert Medical Opinion
New Parent Benefit
Employee Stock Purchase Plan
401K Plan 🇺🇸
Health Insurance 🇺🇸
Dental Insurance 🇺🇸
Flexible Spending Account (FSA) 🇺🇸
Vision Insurance 🇺🇸
Health Savings Account (HSA) 🇺🇸
Life Insurance 🇺🇸
Private Health Insurance 🇬🇧

Company HQ

Interbay, Seattle, WA

Leadership

Peter M. Kern

(CEO, not founder)

Has been a director of Expedia Group since completion of the IAC/Expedia Group Spin-Off and has served as Vice Chairman of Expedia Group since June 2018. Previously CEO of Tribune Media and Managing Partner of InterMedia Partners VII, LP, a private equity firm.

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