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 Airbnb: Global Quality Manager - Portugal, Lisbon

Empresa: Action Portugal S. A.
Tipo: Tempo Inteiro
Data: 18-9-2018
Zona mais emprego Lisboa
Categoria mais emprego Call Center / Help Desk
Referencia # 5329400

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About us

We are a leading global outsourcing provider of multilingual customer experience management with 150 offices across 24 countries.

We offer tailored customer care solutions to our diversified client base across all stages of the customer journey. With our operational excellence, continued focus on process improvement and value-add solutions, we are your global partner for today and tomorrow.


We are looking for a talented and accomplished Global Quality Manager to be the central SPOC between Airbnb and Sitel.

The Global Quality Manager will be responsible for the management, control, ownership and development of Airbnb and Sitel agreed quality control, quality assurance and quality improvement activities on Airbnb operations across the Sitel sites where operations are delivered.

Our expectations about you

With strong client management skills and understanding of business drivers as well as Sitel Project Management practices, will ensure that all aspects and areas related to the Quality processes and initiatives are reflected in the design and respected throughout the implementation.

Ownership of quality methodology, delivery and development across the Operations in Portugal and France
Provides appropriate feedback on the quality of the service to ensure adherence to procedures Attends and participates in meetings with Operations to discuss outputs of monitoring
Provides relevant information for Monthly Quality Reports
Provides feedback to the training department about issues arising from monitoring
Participates in monthly calibrating sessions to ensure consistency


Strong English verbal and written communication skills
Some level of French language is an advantage
Good organization/ time management skills
Ability to work with a variety of people from diverse backgrounds
Ability to make fair and consistent judgments and decisions
Ability to solve problems and offer suggestions
Ability to influence behaviour
Effective project management
Ability to adhere to all organizational policies and procedures
Ability to give constructive feed back to the agents which lead to performance improvement


Bachelor’s degree or equivalent

Experience Target

Previous experience as Quality Manager
Previous teaching or coaching experience
Good understanding of Operations and other functions at BPO

Role Specific Requirements

Regular travel
Out-of-hours support (when necessary)
Our Offer

At Sitel, we believe our staff is our most important asset and therefore we take pride in finding the best, most talented and driven employees.

Among the benefits of working with us are health insurance, daily organic fruit, a nice, open working station, and a great social environment. Sitel has an atmosphere of joy, pace and ambitions and we often have social events, contests and other fun activities, to give everyday life a zing.

Our offer includes:

Competitive package, according to the demonstrated skills
Continuous investment in training and personal development
Being part of a successful multinational company in a growing industry
Private healthcare insurance (applicable after 6 months) with an on-site Doctor
Help in finding accommodation (if necessary)

We take care of you and your progress, making sure that you have the right conditions to deliver the best results. Subsequently, we expect that you do exactly that and give it your best at all times.

We are looking to fill in the position as soon as possible and will invite the best candidates for interviews in the very near future. Therefore, if you feel that this ad sums up your character and ambitions, please submit your resume as soon as possible.

For any additional question you can contact the Recruitment Team at


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