Quality Assurance Analyst – Supporting Travel Agents, Native Sabre

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🔥 13 hours ago

🌵 Arizona, Connecticut, +4 more states – Remote

🌵 Arizona – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🔧 QA Engineer (Quality Assurance)

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Teleperformance

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

🤝 B2B

🎯 Recruiter

B2B • Business Services • Recruitment

Teleperformance is a global leader in customer experience management and digital integrated business services. They operate in various locations, including Spain, where they offer job opportunities in cities like Barcelona, Madrid, and Seville. The company is renowned for providing excellent career growth opportunities and has job categories that include Customer Service, Business Development, Marketing, Sales, Human Resources, and more. Teleperformance is committed to employee experience and cultural diversity, with vacancies for multilingual professionals, reflecting its global presence and multicultural team environment. They emphasize using technology and data privacy in delivering their services, ensuring tailored and effective business solutions for their clients.

📋 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

• Comprehensive health benefits including medical, vision, 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