Airbnb: Global Quality Manager - Lisbon, Portugal

We are Sitel


We are a leading global outsourcing provider of multilingual customer experience management with 150 offices across 24 countries.



We offer tailored customer care solutions to our diversified client base across all stages of the customer journey. With our operational excellence, continued focus on process improvement and value-add solutions, we are your global partner for today and tomorrow.





Summary

We are looking for a talented and accomplished Global Quality Manager to be the central SPOC between Airbnb and Sitel.

The Global Quality Manager will be responsible for the management, control, ownership and development of Airbnb and Sitel agreed quality control, quality assurance and quality improvement activities on Airbnb operations across the Sitel sites where operations are delivered.

Our expectations about you

With strong client management skills and understanding of business drivers as well as Sitel Project Management practices, will ensure that all aspects and areas related to the Quality processes and initiatives are reflected in the design and respected throughout the implementation.

. Ownership of quality methodology, delivery and development across the Operations in Portugal and France
. Provides appropriate feedback on the quality of the service to ensure adherence to procedures Attends and participates in meetings with Operations to discuss outputs of monitoring
. Provides relevant information for Monthly Quality Reports
. Provides feedback to the training department about issues arising from monitoring
. Participates in monthly calibrating sessions to ensure consistency


Knowledge/Skills/Abilities

. Strong English verbal and written communication skills
. Some level of French language is an advantage
. Good organization/ time management skills
. Ability to work with a variety of people from diverse backgrounds
. Ability to make fair and consistent judgments and decisions
. Ability to solve problems and offer suggestions
. Ability to influence behaviour
. Effective project management
. Ability to adhere to all organizational policies and procedures
. Ability to give constructive feed back to the agents which lead to performance improvement


Education

Bachelor’s degree or equivalent


Experience Target

. Previous experience as Quality Manager
. Previous teaching or coaching experience
. Good understanding of Operations and other functions at BPO


Role Specific Requirements

Regular travel
Out-of-hours support (when necessary)

Our Offer



At Sitel, we believe our staff is our most important asset and therefore we take pride in finding the best, most talented and driven employees.



Among the benefits of working with us are health insurance, daily organic fruit, a nice, open working station, and a great social environment. Sitel has an atmosphere of joy, pace and ambitions and we often have social events, contests and other fun activities, to give everyday life a zing.



Our offer includes:

. Competitive package, according to the demonstrated skills
. Continuous investment in training and personal development
. Being part of a successful multinational company in a growing industry
. Private healthcare insurance (applicable after 6 months) with an on-site Doctor
. Help in finding accommodation (if necessary)




We take care of you and your progress, making sure that you have the right conditions to deliver the best results. Subsequently, we expect that you do exactly that and give it your best at all times.



We are looking to fill in the position as soon as possible and will invite the best candidates for interviews in the very near future. Therefore, if you feel that this ad sums up your character and ambitions, please submit your resume as soon as possible.