About Agoda
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
Role Overview
The Quality Assurance Manager leads CEG’s global QA function for multichannel operations across Accommodation, Flights, AST and B2B funnels. This role translates QA data into high impact, actionable insights, partners with operations and cross functional stakeholders to prioritize improvements, and drives measurable gains in customer experience, efficiency and compliance. The role is strategic and stakeholder facing, not a transactional monitoring role.
Key Responsibilities
- Lead and scale a global QA function (~60 FTE across multiple countries), setting strategy, priorities and standards for QA across all CEG funnels.
- Design, evolve and automate QA frameworks, scorecards and measurement approaches that deliver clear, actionable insights tied to business KPIs (CSAT, NPS, FCR, AHT, quality adherence, cost-to-serve).
- Own insight delivery: convert QA findings into prioritized opportunities, business cases and recommended interventions (training, SOP changes, tooling, staffing).
- Drive cross functional stakeholder engagement with CST, AST, RTA, B2B, Workforce Planning and Product to ensure QA insights translate into implementation and outcomes.
- Build and maintain executive grade reporting dashboards and cadence (daily/weekly/monthly) that surface trends, risk areas, remediation status and ROI of quality initiatives.
- Lead root cause analysis for systemic customer experience issues and coordinate resolution end-to-end with accountable teams.
- Influence operational strategy and continuous improvement initiatives by embedding QA as a decision driver for policy, process and automation changes.
- Define QA governance, compliance monitoring and audit readiness across local and international operations; escalate and close gaps where required.
- Foster a high-performance QA culture: lead calibration, standards alignment, coaching for QA managers/analysts, and career development for the team.
- Champion efficient workflows: identify and implement automation and tooling (reporting, sampling, workflow) to scale QA impact and reduce manual effort.
- Represent QA in cross CEG leadership forums, present insights to senior stakeholders, and advocate for customer centric tradeoffs.
What Success Looks Like
- QA insights routinely inform priority operational changes across CST, AST, RTA and B2B.
- Measurable improvements in CSAT/FCR/AHT tied to QA-led initiatives.
- Reliable, trusted reporting used by ops and leadership to make decisions.
- Faster time-to-resolution for recurring customer issues through coordinated root cause remediation.
- High engagement and capability growth within the global QA team.
Required Qualifications & Experience
- 5+ years’ experience in customer service/contact center organizations with progressive responsibility; 4+ years in leadership of QA or quality programs.
- Strong experience turning quality data into business actions, presenting to senior stakeholders and driving cross functional change.
- Demonstrable experience managing distributed/virtual teams across multiple countries.
- Proficient in designing QA frameworks, scorecards and governance for multi-channel contact centers (voice, chat, email, social).
- Advanced competency with data analysis and visualization (Excel, BI tools); comfortable building dashboards and presenting executive summaries.
- Excellent stakeholder management, influencing and communication skills in English.
- Proven problem-solving skills, prioritization and ability to run multiple initiatives concurrently.
- Comfortable with ambiguity and driving outcomes in fastpaced environments.
Strongly Preferred
