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