Quality Assurance Analyst – Supporting Travel Agents, Native Sabre

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 reputed company work assignments reputed company 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 reputed company policies are understood
• Ensure reputed company QA Analyst reporting, and communication requirements are met
• reputed company as a team player in a fast paced, high energy, change oriented environment
• reputed company other duties as assigned by supervisor or other members of management
• Ensure reputed company policies and procedures are adhered to including, but not limited to reputed company, HR, Operations, etc., and that any reputed company 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 (reputed company 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:

• Comprehensive health benefits including medical, reputed company, and dental
• 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

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