CS Senior Quality Specialist
- Central Region, Singapore
- Permanent
- Full-time
Measures performance and effectiveness of quality programs for the Regions, ensure consistency of performance is being met.Liaises with local and global stakeholders to advise on improvement plans, drive these plans with site, regional & global leadership and evaluate effectiveness of action plans.Monitors, implements and reviews process and procedures for the Quality Team, initiating and driving improvements.Ensures projects & other teams this role collaborates across have consistently high standards of performance output and maintain skills and knowledge at all times.Ensures local calibration activities take place, facilitate workshops and sessions that drive behaviors & performance consistently in the regions in line with CS vision & objectives.Evaluates measurements to innovate and continue to develop both specific task impact & soft skill effectiveness & impact on Quality of Service.Provides feedback on training materials to Global L&D Team & Regional T&Q Managers, ensuring materials are up to date and consistent with business and functional objectives.Trains and facilitates workshops and sessions for Quality Team members.Qualifications & Skills:Broad Job Knowledge (3 - 5 years)COPC certification/ISO 9000 or comparable Quality Standards.LEAN or Six Sigma certifications (Quality Assurance led) advised, not requiredData Privacy (GDPR) or Privacy in Technology certifications, advised but not required.PMP, ITIL or SCRUM project management certification, advised but not required.Proven track record in Quality Management & Quality Assurance.Complete understanding of CS operational environments, Process Improvement based on QA results as well as has managed large projects with diverse stakeholder groups that may extend longer than a quarter.Demonstrated track record of defining and executing Quality Management & Process improvement initiatives, designing and maintaining score cards for Omni-channel as well as can evidence having led implementation of those initiatives from start to finish.Focused on the Customer Experience and capable of being a champion for our customer and Quality of Service topics, while balancing business impact and actionable recommendations.Very high problem solving and organizational skills, with ability to simplify complex areas into specific action areas and drive results.Proactive and positive attitudeGood communicator up and down as well as across groups with the ability to work with, influence & inspire, as well as align with many stakeholders.Flexible and capable to find the right balance between achieving best of class Quality of Service & delivering solutions at the right time for the organization.Energized by being a part of a fast-paced environment such as we have at Booking.comExperience within Customer Service willing & able to undertake international travel inside and outside of the EU, expected 10-15% of time.Desired COPC certification, Agile Project Management & ISO accreditation (PMP or Prince2 methodologies preferred) but not required.Business proficient in EnglishHybrid work arrangements - this role is required for 40% in person office attendance per weekThis role does not support work visa sponsorship nor relocationBenefits & Perks - Global Impact, Personal Relevance:Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , as well unique-to-Booking.com benefits which include:Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leaveHybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet creditDiversity, Equity and Inclusion (DEI) at Booking.com:Diversity, Equity & Inclusion have been a core part of our company culture since day one. This starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.Application Process:Let’s go places together:The general recruitment process may entail: a phone discussion with the recruiter and business interviewsThis role does not come with relocation assistance.Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. 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. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.