Please note that the selected candidate must be based in Montreal. This role is not eligible for relocation support.
The Senior Quality Insights Analysts (QIA) will support and help direct the day to day activities of the in region QIA teams. The Senior Analyst will lead by example and set the high bar standard for Quality across the QIA team and CX organization. This Senior Analyst will report to the in region Quality Manager and will work with that Manager to drive Quality initiatives for continuous improvement. The analysis, business case development and reporting of transaction monitoring and root cause analysis data will be the responsibility of this Analyst along with making sure all QIA duties are completed by the deadline. The Senior Quality Analyst will help lead the in region QIA team and be responsible for the collaboration across other CX teams as the Quality representative.You will act as an ambassador of our brand and set the high bar for customer service standards.
Provide day to day support of the in region Quality Analyst team.
Analyze, report and present findings from Quality transaction monitoring to inform CX organization how quality is being delivered on a program, region, or site level.
Design and lead deep dive projects for the in region QIA teams to complete to help drive service improvements and manage through to dive completion.
Leverage transaction monitoring insights to help drive customer service improvements through the development of targeted continuous improvement initiatives.
Design and lead in region calibration sessions with Internal and Partner teams to drive consistent transaction monitoring and root cause analysis across the network, measure and drive adherence to our standards.
Observe and provide feedback on coaching effectiveness to Team Leads at both internal and partner sites to help drive a coaching culture at Airbnb.
Represent Quality in region to other CX teams like OCM, BPI and Training.
Collect, analyze and make recommendations to drive positive change from crewbie roundtables at internal and partner sites.
Travel to Partner sites to implement and train key QA initiatives (e.g., onboarding partners, delivering workshops, helping run certification).
Demonstrate mastery of CX policies, procedures, and workflows; train updates in a timely manner to all in region QIA teams.
Responsible for spot checks of internal Quality Analysts with reporting to the QA Lead.
Maintain Quality Tableau dashboards to help ensure data is refreshed and valuable.
Provide recommendations on action plans to help drive improvement based on QA dashboard results.
Pursuing Excellence ; setting the highest standards for the quality of work produced while holding yourself and others accountable
Collaborative ; skilled working with cross-functional peers/teams
Presenting and Influencing ; ability to develop action plans, business cases and data driven reporting that you would present to all levels of the organization
Delegating ; You clearly communicate assignments, expectations, timelines and ownership. You trust people to perform and avoid micromanagement.
Coaching ; You objectively analyze performance and provide regular feedback. You modify your approach to suit your audience. Ability to maintain high levels of confidentiality while providing analysis and coaching.Maintain high levels of confidentiality while performing analysis and coaching
Solving Problems ; You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution.
Managing Time Efficiently ; You prioritize correctly, focusing your efforts on the things that are most important. You stay organized to ensure successful multitasking.
Managing and Measuring Work ; Self motivated and driven individual that works well under limited supervision. Understand workloads and how to set priorities to manage teams
4-6 years of applicable QIA team experience in contact center quality assurance
Working knowledge of contact center end to end processes
Designed and led a minimum of three Quality dives that show dive design, launch, management of the teams completing the dive and presentation of recommendations to larger business stakeholders
Successful mid year and annual reviews with a meets expectations rating or higher for the past two years
Working knowledge of customer service assessment tools, i.e., Net Promoter System
Ability to complete projects in Excel, Confluence, Tableau and Medallia preferred
Deep working knowledge of all QA tools, terminology and COPC process
Ability to obtain COPC certification
Bachelor's degree required
Travel to partner sites expected up to 30%