Trust & Safety Training & Quality Lead

About us :

Booking Holdings (NASDAQ: BKNG) is the world leader in online travel and related services, provided to customers and partners in over 220 countries and territories through six primary consumer-facing brands - Booking.com, KAYAK, Priceline, Agoda.com, Rentalcars.com, and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world. During 2019, the Company had consolidated revenues and net income of $15.1 billion and $4.9 billion, respectively, and a current market value of approximately $60 billion.

Booking Holdings Bangalore is a Center of Excellence based in Bangalore, India and was created to support the increasing business demands of the Booking Holdings Brands. The Center of Excellence provides access to specialized and highly skilled talent, leading industry best practices, and collaboration opportunities across all of our Brands.

As part of our Booking Holdings Bangalore team, you will have the opportunity to be a part of the world’s leading provider of online travel, with a mission of making it easier for everyone to experience the world through six-primary consumer facing brands: Booking.com, Priceline, Agoda, KAYAK, OpenTable and Rentalcars.com.

Job Summary :

The Trust & Safety (T&S Service ) Training & Quality Lead will perform a crucial role in:

1. Evaluating T&S activities to ensure accurate triage and classification, case handling, process and policy adherence, and measuring performance against established QA benchmarks. The T&S Training & Quality Lead is to review trust and safety emails to identify trends, insights, and behaviors, and ensure they meet enterprise standards by maintaining a strong partnership with our T&S members, cross-functional teams and provides recommendations to enhance process and performance improvements;

2. Delivering an effective and clear onboarding experience for new hires in CoE. Act as the key point of contact on learning programs and initiatives for the learner and facilitators communities, and deliver continuous training to global T&S teams. This role implies the responsibility for ensuring the right information and knowledge is captured and being responsible for documentation of several processes creating an easily accessible repository.

3. Ensuring that the quality standard is met in the Trust & Safety CoE. This role requires someone who is a team player, well organized, strong in change management and influencing skills. Besides, the ability to operate in a fast paced, dynamic environment, to work under pressure, as well the ability to react swiftly and adapt plans quickly to meet business needs is required. 

Responsibilities : 

Quality Program Development 

• Collaborate with the Global Quality team and Trust & Safety management to deliver a quality program that
  measurably improves performance of our teams and implement / operationalize that program to drive consistency globally.
• Create training documentation for T&S CoE.
• Advise on corrective measures and identify training requirements

Quality Assurance

• Monitor quality assurance methods and metrics to support and measure adoption of knowledge content and initiatives.
• Conduct quality checks and evaluate operational response activity to ensure accurate triage criteria and classification, case handling, process and policy adherence, and measuring performance against established QA benchmarks for the QA specialists based outside the Netherlands.
• Quality review of the most complex tasks handled by Tier 3 T&S, high priority Investigation and Incident Management.
• Support incident retrospective and advise on corrective measures.
• Provide constructive feedback on a regular basis and facilitate engaging and empowering coaching sessions with the operational team members, covering procedure education and interpretation to ensure they are performing to the highest standards.
• Understand the ground reality and make process recommendations accordingly to suit the needs at grass root level.
• Conduct QA of the quality checker in CoE and identify training needs.

Process Improvement

• Through data, identify trends and patterns affecting quality at the employee level as well as broader trends at the team and conduct root cause analysis.
• Overseeing the CoE Trust & safety Onboarding experience, including the training schedule and the quality assurance and aligning with the T & Q team in Amsterdam on the improvements.
• Support approval, review and maintenance of runbooks to flag discrepancies to provide recommendations.
• Proactively identify opportunities to improve operational workflows and processes through workflow optimization and innovation.
• Deliver reports for audits and evaluations containing key insights that will help operations stakeholders improve overall program performance.
• Attend and/or facilitate calibration sessions and quality meetings.
• Lead or take part in ad-hoc projects and analyses.

Communication & Stakeholder management

• Build and maintain strong partnerships with operational team members and cross-functional teams, providing regular communications and updates.
• Collaborate with the Trust & Safety T&Q team in Amsterdam to provide structured and timely recommendations to enhance and improve performance..
• Building collaborative partnerships between SMEs and T&S team members to build and scale effective learning solutions across their area of responsibility.

Self-development

• Able and willing to take on extra challenges.
• Actively looks for ways to improve in every aspect.
• Actively seeks feedback and shows the ability to reflect on own behavior and performance.
• Continually develop own knowledge and skills, keep abreast of market developments and benchmark activities externally to ensure best practice.

Investigations & Response

• Process some volume of investigations in order to maintain first-hand experience to perform QA.
• Execution of quantitative and qualitative investigations.
• Prioritize and take decisions based on impact and risk.
• Produce insightful and actionable reports

Qualifications : 

• Experience in a Quality Analysis or Process Improvement role.
• Excellent knowledge of learning & development, combined with the ability to deliver pragmatic and impactful solutions.
• Strong decision making ability.
• Self-starter, hands-on and able to work independently.
• Good level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence.
• Coaching/mentoring individuals to success and demonstrated ability to style-flex as needed based on a variety of situations, individuals and audiences.
• Excellent facilitation, communication, listening and stakeholder engagement skills with ability to translate needs into scalable knowledge solutions.
• Ability to analyze data and processes, derive insights, report insights in clear format, and present insights in compelling fashion to leadership. Able to publish these reports using quality and analytics tools.
• Familiarity with Trust & Safety risk trends like physical security, human rights, trust & safety and risk management.
• Effective time and workload management skills, able to assimilate information quickly whilst cutting through volume and complexity in order to focus on the priorities.
• High level of psychological resilience working with sensitive and distressing matters and ability to perform under pressure.
• Expert organizational
• Self-starter with the ability to work independently.
• Strong attention to detail.
• Ability to operate in a fast paced and dynamic environment.
• Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism.
• Commercial attitude/business-driven and interest.
• Knowledge of Google/Microsoft Suite, in particular Google Sheets, Excel, Google Slides, Google Docs.
• Investigative skills and OSINT knowledge are a plus.
• Lean, Six Sigma, or other process improvement and quality body of knowledge is a plus.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.