Quality Specialist, GSO Content

Position Overview: Quality Specialist, GSO Content

Position Overview:

The Quality Specialist GSO Content Support position requires a focused and detail-oriented individual to provide quality monitoring, quality data trending and analysis, reporting, and various additional support services to GSO Content Editors and leadership. Individuals will be required to develop expert level knowledge of all relevant GSO Content functions, as well as in-depth knowledge of GSO Content's core systems, policies, and processes. Individuals will also be required to develop expert level knowledge of the quality assurance lifecycle and process. Quality Specialists are integral in supporting an environment of continuous improvement to ensure our business objectives and metrics are met.

RESPONSIBILITIES:

•Become a primary quality expert in the main quality functional areas for Content (currently Media, Geography, Star Ratings, HDM, and DM Casework).
•Provide our internal Content teams with support in quality-related performance by auditing Content Editors' performance against defined standards and objectives, identifying opportunities for process improvement, analyzing performance trends, making coaching recommendations, and participating in calibrations.
•Contribute to and support an environment of root cause analysis and continuous improvement by identifying and documenting training opportunities and skill/knowledge gaps, and performance and/or processes which may negatively impact Expedia and Expedia's suppliers and customers.
•Provide support and recommendations for continuous improvement by analyzing trends discovered during quality analysis.
•Provide Subject Matter Expertise (SME) support for business stakeholders, training, design, and leadership.
•Actively participate in Content operational meetings as assigned, explaining quality monitoring findings, performance trends, identifying process gaps and inconsistencies, and providing coaching recommendations.
•Participate in and lead calibration events as assigned with Content teams and the quality team.
•Participate in analysis and feedback sessions with Solutions and Project Managers, Process, Training, and Design teams in support of Expedia global initiatives (UAT testing/Process validation, etc.)
•Some travel may be required.
Qualifications, Work Experience and Education Guidelines:

•2 - 4 years related experience in an e-commerce, travel and/or writing/editing environment
•Experience in the travel industry highly desirable
•Prior experience with the quality assurance process or in a quality assurance role is highly desirable
•Proficiency with the MS Office Suite, including Word, Excel, PowerPoint, SharePoint, Outlook
•Salesforce experience is highly desirable
•Ability to work independently and in a team environment
•Excellent written and oral communication skills in Thai & English
•Proven ability to work effectively with all levels of business leaders
•Strong analytical ability for addressing complex problems
•Ability to multi-task and keep up with a fast-paced environment
•Flexibility to adapt to a dynamic, changing environment
•BA or equivalent analytical experience strongly preferred; High School or equivalent degree required

Core Competencies:

•Customer focus: Understands GSO Content's value proposition and relationship to all customers - internal and external; anticipates needs; identifies opportunities that result in decreased costs and inefficiencies; instills value, honesty, integrity, and trust
•Relationship Building: Promotes collaboration and teamwork; fosters development of a common vision; provides clear direction and priorities; clarifies roles and responsibilities with team members; values the contributions of all team members; involves others in shaping plans and decisions that affect them; acknowledges and celebrates team accomplishments
•Problem solving: Promotes an environment of continuous improvement; listens attentively to team/partners, and contributes to the implementation of improvement ideas; drives root cause analysis and corrective action to achieve goals
•Personal Effectiveness: Produces outstanding results both professionally and personally by being proactive and committed. Continually focuses on achieving positive results contributing to Expedia's business success
About Expedia Inc.

Our mission is to revolutionize travel through the power of technology.

Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit company website to learn more about our travel brands.

This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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