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Quality Assurance Analyst – Supporting Travel Agents, Native Sabre
Job Description:
- Monitor recorded or live travel agent calls and score them against TP and client-provided standards
- Determine whether agents use proper procedures and effective practices to provide customer service and support
- Complete assignments within established deadlines
- Attend TP and client meetings and functions as assigned
- Maintain a work schedule with flexibility based on business needs
- Host and facilitate internal, external, or QA team calibrations
- Support the Quality Assurance CSAT calibration process with clients, monitoring services, and operations
- Provide value-added CSAT analytics, methods, and practices to operations
- Interact with clients regarding CSAT analytics, methods, and processes
- Ensure appropriate analyst staffing levels to achieve customer satisfaction targets
- Support supervisor teams with quality execution and calibration sessions
- Support new-hire quality training and transition
- Participate in new policy training
- Meet QA Analyst reporting and communication requirements
- Adhere to security, HR, operations, and other policies; report known infractions
- Perform other duties assigned by management
Requirements:
- 2+ years of experience using GDS Native Sabre
- Must be at least 18 years old
- Ability to accurately perform observations
- Previous call center experience with four or more listed areas
- Bachelor's degree or equivalent experience
- 6+ months as an inbound call center customer service representative
- 6+ months as a mentor, trainer, or acting supervisor
- 6+ months of previous quality assurance experience
- Analytical and problem-solving skills
- Ability to analyze and identify agent trends
- Ability to assess individual and team performance
- Strong written and verbal communication skills
- Strong leadership skills
- High productivity
- Excellent organizational and time-management skills
- Expertise in company and client policies, tools, applications, and practices
- Experience creating or compiling reports from multiple data sources
- Extreme attention to detail and ability to develop corrective and preventative plans
- Professional and articulate client-facing presence
- Experience with standard business applications, including MS Office; Excel experience is required
- Team-building and leadership skills focused on production-oriented goals
- Ability to manage multiple priorities in a changing environment
- Internal knowledge of TPUSA CSAT analytics processes
- Excellent attendance history required
- Must pass mandatory background checks, which may include pre-screenings, illegal drug tests, and credit checks
- Must not be on any step of the corrective process
- Must score consistently above 90% on monitoring
- Must have no less than 60 days of TP tenure
- Must be located within the US and eligible to work in the US without sponsorship
Benefits:
- Comprehensive health benefits, which may include medical, vision, and dental
- Mental health and well-being resources
- Employment Assistance Programs
- Health and personal time off (HPT)
- Leave programs as eligible
- Competitive 401(K) plans
- Life insurance
- Supplemental medical coverage
- Critical care insurance
- Pet insurance
- FSA plans
- Retailer discounts
- Career advancement opportunities
- Inclusive and diverse workplace culture
- Support for active-duty service members, veterans, and military families
