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
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