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Quality and Training Supervisor (m/f/d)

City:  Sydney
Job area:  Corporate Functions
Job field:  Customer Service
Seniority Level:  Mid-Senior level
Date:  Nov 25, 2021

HRS reinvents how businesses Work, Stay and Pay. Counting more than 5.000 corporations and 40% of Fortune 500 companies in our customer base, HRS has emerged to the most trusted platform of digital software solutions in business travel hospitality worldwide.

The HRS platform is composed of three engines that each optimize one core building block along the corporate hospitality supply chain: Intelligent Procurement, Smart Booking and Invisible Payment. Through the integration of those engines into one large data-driven platform approach, our Lodging-as-a-Service value proposition enhances satisfaction of corporate employees and travelers, delivers the highest grade of process automation for corporate stakeholders and ensures strongest compliance end-to-end.

We are looking for a Sydney based Quality and Training Supervisor (m/f/d) responsible for quality assurance and training of Accommodation Services Consultants who are grouped in designated teams to ensure the highest levels of customer service are delivered to clients while the relevant Service Level Agreements (SLAs) are met.


Your challenges  #LI-RS1

  • Aid in the process of recruitment of new Accommodation Services Consultants, including telephone interviewing and formal face to face interviews.
  • Develop and maintain the induction training program documentation with a goal to on-board new recruits as efficiently as possible whilst maintaining customer service standards. 
  • Complete the induction training, coaching and mentoring process for any new Accommodation Services Consultants.
  • Management and monitoring of the Accommodation Services Department Call Quality program, inclusive of recording and reporting to and liaising with the Accommodation Services Team Leaders and Manager.
  • On-going assessment of Accommodation Services Department system processes, both manual and technological, seeking to implement new ways to drive efficiency, improve productivity and quality.
  • Provide on-going educational and training programs for Accommodation Services Consultants and Team Leaders, utilising previous feedback from customers and suppliers.
  • Assistance in all other miscellaneous tasks as required by the Accommodation Services Manager. Provide appropriate support as needed within the Accommodation Services division.

Your Commitment

  • Extensive knowledge of quality assurance terminology methods and tools
  • Must be able to translate broad training and field experience into specialized training courses.
  • Strong understanding of business goals and standards for customer service
  • Great interpersonal and communication skills. Ability to communicate effectively with senior management and other departments
  • Results-Oriented, Willingness to work within a team environment and take responsibility for your work
  • Fluency in English, verbal and written

Your rewards
At HRS we feel globally united and mutually responsible, a belief that is rooted in our company history and values: Thinking and acting like an entrepreneur, with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day.
You will work in a modern working environment with flexible working hours and the option to work from home. Our training and further education offers give you plenty of room for your personal growth and individual development


Your perspective
You get access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay. Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

The small print – want to know more?
Our global company is located in more than 30 locations in all continents and we inspire more than 850 employees every day. To fuel our international growth we are always looking for passionate experts who have a strong team-spirit and will take on the challenge to pioneer the international B2B travel Industry.

Interested? Have a look at all of our company benefits.
Let´s make it happen – become part of the HRS Group Team.

Find out more about the HRS Group brands and its segments:
HRS Smarttrip              DS Destination Solution                   HRS Group                      HRS Global Hotel Solution

Req ID:  11222

Job Segment: Quality Assurance, Technology