Cx Assurance Supervisor

hace 4 días


Tlahuac, México OpenTable A tiempo completo

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You'll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You'll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

As a Customer Experience (CX) Assurance Supervisor, you will be responsible for managing a team of CX Assurance Specialists, ensuring the team meets its goal of driving positive customer experiences throughout OpenTable. You will coach and guide the team and help them reach their full potential. You will develop and implement experience assurance policies and procedures, conduct quality audits, provide training to team members, and collaborate with cross-functional teams to drive continuous improvement in quality processes. Your role will be essential in maintaining high-quality standards and customer satisfaction.
- Note: This position is office-based and does require you to work from OpenTable's office located in Mexico City.

**In this role, you will**:

- Supervise a team of CX Assurance Specialists to ensure effective performance and adherence to quality standards
- Cultivate a collaborative and impactful team culture
- Supervise daily operations and be responsible for the team's work, ensuring timely and successful completion, understand team critical metrics and identify trends to be mentored or celebrated
- Conduct regular audits and inspections of the team to identify areas for improvement and ensure compliance with customer experience standards
- Assist Manager in overseeing our AI tool and optimizing usage by the CX Assurance Specialists
- Develop, implement, and streamline team processes, identify improvements, and suggest solutions to gain efficiencies and improve the benefits of our tools
- Analyze data and metrics to track performance, identify trends, and implement corrective actions as needed
- Provide training and guidance to team members on CX assurance standard methodologies, processes, and tools
- Assist the Manager in prioritizing and setting team goals and identifying projects for the team to work
- Help implement processes to improve the customer experience
- Collaborate with cross-functional teams, including customer support, onboarding, and account management to address customer experience issues and drive continuous improvement initiatives
- Review Customer Satisfaction Surveys, understand and connect insights and trends

**About You**:

- Passionate about customer experiences, you love making things better and easier
- Inspiring and motivating others comes naturally to you, and you enjoy seeing others succeed
- Hands-on, roll-up-your-sleeves mentality to help your team get the job done
- Forward-thinking demeanor and continuous improvement mentality
- Actively participate in conversations, driving positive change
- Establishing links is one of your strengths

**Qualifications**:

- 3-4 years of supervisory experience
- 1+ years experience in a Quality Assurance role or equivalent experience
- Previous experience with AI tools focused on customer experience a plus
- Excellent verbal and written communication skills
- Proficient in Excel and G-Suite
- Strong collaboration and relationship-building skills
- Strong analytical and problem-solving skills

**Benefits**:

- OpenTable provides Mexican Social Security (IMSS)
- Christmas Bonus - 30 days
- Paid Time Off - 20 days a year
- Vacation Premium - 25%
- Parental Leave
- Bereavement Leave - 3 days
- Marriage leave - 3 days
- Bonuses
- Dental Insurance & Life Insurance
- Major Medical Insurance

**Diversity, Equity, and Inclusion**

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.



  • Tlahuac, México Zendesk A tiempo completo

    Job Description We are looking for a Quality Assurance Specialist to support our global Customer Experience (CX) teams. The QA Specialists are responsible for ensuring all established processes and procedures are being followed to support the overall customer experience. This individual must have a keen eye for detail and have the ability to provide insight...


  • Tlahuac, México OpenTable A tiempo completo

    With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve...

  • Cx Specialist

    hace 7 días


    Tlahuac, México Nubank A tiempo completo

    **About Nubank** Nubank was founded in 2013 to free people from a bureaucratic, slow and inefficient financial system. Since then, through innovative technology and outstanding customer service, the company has been redefining people's relationships with money across Latin America. With operations in Brazil, Mexico, and Colombia, Nubank is today one of the...

  • Outbound Coordinator

    hace 4 semanas


    Tlahuac, México Unilever A tiempo completo

    **Outbound Coordinator / Supervisor**: 1C **Tultitlán** Se encarga de la coordinación del área de embarque (Ejecución), validando que se cumplan con los indicadores de servicio. Revisión de ejecución plan Facturación Creación de PO relacionadas con Embarques Gestión de control VF04 (ordenes abiertas no facturadas) Revisión de IT de trabajo...

  • Outbound Coordinator

    hace 2 meses


    Tlahuac, México Unilever A tiempo completo

    **Outbound Coordinator / Supervisor**: 1C **Tultitlán** Se encarga de la coordinación del área de embarque (Ejecución), validando que se cumplan con los indicadores de servicio. Revisión de ejecución plan Facturación Creación de PO relacionadas con Embarques Gestión de control VF04 (ordenes abiertas no facturadas) Revisión de IT de trabajo...

  • Monitorista en Cctv

    hace 2 semanas


    Tlahuac, México HUNTER MEXICO A tiempo completo

    **Vacante para la empresa HUNTER MEXICO en Rojo Gomez -Nezahualcóyotl, Estado de México**: **POR EXPANSIÓN SOLICITA.** **MONITORISTA ESPECIALIZADO EN CCTV** Zona de trabajo de trabajo (Metro ferreria). **Requisitos**: - Disponibilidad de horario de lunes a domingo(2 dias de desacanso) *Horario de 12*12. - Experiência mínima de 2 años en Monitoreo...

  • Content Writer

    hace 4 semanas


    Tlahuac, México Boldr A tiempo completo

    **A LITTLE BIT ABOUT Boldr** - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact. - We employ just over a thousand team members...

  • Traffic Coordinator

    hace 2 meses


    Tlahuac, México Webhelp A tiempo completo

    **Information Technology** **Location** - Mexico City, Mexico*** Job Title: Traffic Coordinator **Job Description**: Concentrix Catalyst is the experience design and engineering team of Concentrix a leading global solutions company that reimagines everything CX through strategy talent and technology. We combine human-centered design powerful data and...


  • Tlahuac, México Boston Scientific Corporation A tiempo completo

    **Principal Quality Specialist - CDMX**: - Remote Eligible: Hybrid- Onsite Location(s): Benito Juárez, DF, CMX, MX**Additional Locations**: N/A **Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance** At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of...

  • Supervisor, Cta

    hace 3 semanas


    Tlahuac, México ICON A tiempo completo

    At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives. Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery,...

  • Quality Analyst

    hace 5 días


    Tlahuac, México Johnson & Johnson A tiempo completo

    Description This position reports to Sr Supervisor Commercial Quality and is based at Mexico City. **Who we are** At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including Neutrogena, Aveeno, Tylenol, Listerine, Johnson’s and BAND-AID® Brand...

  • Java Software Engineer

    hace 4 semanas


    Tlahuac, México HireRight A tiempo completo

    **Position overview** **Responsibilities** - Analyzes, designs, documents, codes and tests assigned tasks of medium size and complexity. - Provides accurate estimates and reports of development progress. - Designs, documents and codes unit test programs for assigned tasks - Develops test programs and functional prototypes when required. - Provides accurate...

  • Data Analyst

    hace 4 días


    Tlahuac, México OpenTable A tiempo completo

    With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve...


  • Tlahuac, México SpotOn: Corporate A tiempo completo

    At SpotOn, we're helping small businesses and restaurants compete and win with technology to better connect with their customers. Think marketing software, website development, e-commerce, reservations, online ordering, digital loyalty, review management, and both retail and restaurant point-of-sale (POS) solutions. Recently, SpotOn has: - Raised $300M in...


  • Tlahuac, México SpotOn: Corporate A tiempo completo

    At SpotOn, we're helping small businesses and restaurants compete and win with technology to better connect with their customers. Think marketing software, website development, e-commerce, reservations, online ordering, digital loyalty, review management, and both retail and restaurant point-of-sale (POS) solutions. Recently, SpotOn has: - Raised $300M in...

  • Customer Service

    hace 4 semanas


    Tlahuac, México SpotOn: Corporate A tiempo completo

    At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their...


  • Tlahuac, México SpotOn: Corporate A tiempo completo

    At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their...

  • Customer Service

    hace 4 semanas


    Tlahuac, México SpotOn: Corporate A tiempo completo

    At SpotOn, we're helping small businesses and restaurants compete and win with technology to better connect with their customers. Think marketing software, website development, e-commerce, reservations, online ordering, digital loyalty, review management, and both retail and restaurant point-of-sale (POS) solutions. Recently, SpotOn has: - Raised $300M in...

  • Customer Service

    hace 4 semanas


    Tlahuac, México SpotOn: Corporate A tiempo completo

    At SpotOn, we're helping small businesses and restaurants compete and win with technology to better connect with their customers. Think marketing software, website development, e-commerce, reservations, online ordering, digital loyalty, review management, and both retail and restaurant point-of-sale (POS) solutions. Recently, SpotOn has: - Raised $300M in...


  • Tlahuac, México Citi A tiempo completo

    **Responsibilities**: - Processes client’s requests related to system set up including signatories’ updates and documentation lodgment. - Co-operates with internal partners to perform systems maintenance based on documentation related to account opening and maintenance processes. - Provides response to client and internal inquiries. - Prepares...