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Senior Quality Assurance Manager

  • United Kingdom - London

  • Corporate Solutions

  • Full-Time Regular

  • 03/12/2024

  • ID # R-86970

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Senior Quality Assurance Manager

Are you an experienced and detail-oriented Quality Assurance professional with a proven track record in driving and leading third-party Quality Assurance strategies for commercial teams? Are you passionate about contributing to a culture of excellence within an organization?

If you possess strong analytical skills, a keen eye for detail, and the ability to implement innovative QA strategies, we invite you to explore the opportunity to join our team as a Senior Quality Assurance Manager.

As a Senior Quality Assurance Manager, you will play a pivotal role in driving the strategy and ensuring quality of our commercial BPO footprint, with an emphasis on implementing and maintaining effective quality management processes across our contact centres. You will collaborate with cross-functional teams to uphold quality standards and contribute to the continuous improvement of our commercial programs and QA processes. This role requires an individual contributor who can proactively identify areas for improvement and drive a commitment to quality across the organization.

What You’ll Do


Lead QA Strategy:

  • Lead the development and execution of the third-party QA strategy for commercial teams, with a specific emphasis on contact centres.

  • Implement and oversee robust quality management processes to ensure the highest level of product and service quality at scale.

  • Conduct comprehensive audits and assessments to identify areas for improvement and execute corrective actions.

  • Act as a strong consultant and industry expert, offering strategic guidance to internal teams and senior leadership on our QA strategy.

  • Effectively communicate quality objectives to raise awareness and foster a commitment to quality throughout the organizations.

Continuous Improvement:

  • Proactively identify opportunities for enhancement through a data-driven approach, contributing to the ongoing improvement of QA processes.

  • Stay abreast of industry trends and emerging technologies to facilitate innovation in QA practices.

  • Assist in ensuring compliance with relevant industry standards, regulations, and certifications.

Program Management:

  • Partner with our broader vendor solutions team, to manage a diverse portfolio of global vendors, exhibitingworld-class program management skills across commercial footprint.

  • Lead complex QA programs and projects, collaborating with a diverse range of internal and external stakeholders.

Who You Are:

  • 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.

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.
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