Quality Assurance Analyst – Supporting Travel Agents, Native Sabre

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Teleperformance

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

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

• 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