Quality Assurance Analyst – Supporting Travel Agents, Native Sabre

Work from home Full-time role Hiring

Job Description:

Observations on recorded or live agent calls and score them against a TP and client provided standard
Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
Complete all work assignments within deadlines given
Attend TP and client meetings and functions as assigned
Maintain a set work schedule allowing for flexibility based on business needs
Host and facilitate internal, external or QA team calibrations to track results and attendance
Quality Assurance CSAT calibration process with clients, monitoring services and the operation
Ensure value added CSAT analytics, methods and practices are provided to operation
Client interaction as it relates to CSAT analytics, methods, and processes
Support supervisor teams with representative quality execution
Support supervisor teams in calibration session
Support new hire quality training and transition
Participate in any new policy training to ensure all policies are understood
Ensure all QA Analyst reporting, and communication requirements are met
Thrive as a team player in a fast paced, high energy, change oriented environment
Perform other duties as assigned by supervisor or other members of management
Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Requirements:

2+ years experience using GDS Native Sabre
Must be at least 18 years old
Previous call center experience with four (4) or more of the following:
Bachelor's degree or equivalent experience
6 plus months experience as an inbound call center customer service representative
6 plus months experience as a mentor, trainer, or acting supervisor
6 plus months of previous quality assurance experience
Analytical and problem-solving skills
Ability to analyze and identify agent trending
Ability to assess individual and team performance
Strong written and verbal communications skills
Strong leadership skills
Highly productive
Excellent organizational and time management skills
Must be extremely detail oriented
Experience with standard business applications including MSOffice (Excel experience a must)
Strong team building and leadership skills focused on production-oriented goals
Must have no less than 60 days of TP tenure
Must score consistently above 90% on monitoring
Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks
Excellent attendance history is required

Benefits:

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