Quality Assurance Analyst – Supporting Travel Agents, Native Sabre

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee recorded or live calls from travel agents, evaluating them based on TP and client-specific standards.

• Assess whether agents are following proper protocols and utilizing effective practices to deliver customer service and support.

• Complete tasks within set deadlines.

• Attend designated TP and client meetings and events as required.

• Maintain a flexible work schedule in response to business requirements.

• Organize and lead internal, external, or QA team calibration sessions.

• Assist in the Quality Assurance CSAT calibration process with clients, monitoring services, and operations.

• Deliver valuable CSAT analytics, methodologies, and practices to operational teams.

• Engage with clients regarding CSAT analytics, methodologies, and processes.

• Ensure adequate analyst staffing levels to meet customer satisfaction objectives.

• Support supervisory teams with quality execution and calibration meetings.

• Aid in quality training and transitions for new hires.

• Participate in training for new policies.

• Fulfill QA Analyst reporting and communication obligations.

• Comply with security, HR, operations, and other policies; report any known violations.

• Carry out additional tasks as assigned by management.

⛳️ Requirements

• A minimum of 2 years of experience utilizing GDS Native Sabre.

• Candidates must be at least 18 years of age.

• Capability to accurately execute observations.

• Previous experience in call centers with four or more specified areas.

• Bachelor's degree or equivalent professional experience.

• At least 6 months of experience as an inbound call center customer service representative.

• Minimum of 6 months' experience as a mentor, trainer, or acting supervisor.

• At least 6 months of experience in quality assurance.

• Strong analytical and problem-solving abilities.

• Ability to analyze and determine agent trends.

• Capability to evaluate individual and team performance.

• Excellent written and verbal communication skills.

• Strong leadership abilities.

• High levels of productivity.

• Exceptional organizational and time-management capabilities.

• Proficiency in company and client policies, tools, applications, and practices.

• Experience in creating or compiling reports from various data sources.

• Keen attention to detail and the ability to formulate corrective and preventive strategies.

• Professional and articulate presence when interacting with clients.

• Familiarity with standard business applications, particularly MS Office; proficiency in Excel is essential.

• Team-building and leadership skills oriented towards production goals.

• Ability to juggle multiple priorities in a dynamic environment.

• Internal knowledge of TPUSA CSAT analytics processes.

• A strong attendance record is mandatory.

• Must successfully complete required background checks, which may include pre-screenings, drug tests, and credit evaluations.

• Must not be in any stage of the corrective process.

• Must consistently achieve a score above 90% on monitoring evaluations.

• Must have a minimum of 60 days of tenure with TP.

• Must reside within the US and be eligible to work in the US without sponsorship.

🏝️ Benefits

• Comprehensive health benefits, potentially encompassing medical, vision, and dental coverage.

• Resources for mental health and well-being.

• Employment Assistance Programs.

• Health and personal time off (HPT).

• Eligible leave programs.

• Competitive 401(K) plans.

• Life insurance coverage.

• Supplemental medical insurance.

• Critical care insurance.

• Pet insurance options.

• Flexible Spending Account (FSA) plans.

• Discounts at various retailers.

• Opportunities for career advancement.

• An inclusive and diverse workplace culture.

• Support for active-duty service members, veterans, and military families.