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Quality Analytics Specialist, Agency Operations
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Job Description
- Req#: 3684196
Employer Industry: Travel and Entertainment Services
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work in an innovative environment utilizing blockchain technology
- Collaborative and supportive team culture
- Chance to enhance customer experiences and service delivery
- Engage in continuous improvement initiatives across global service teams
What to Expect (Job Responsibilities):
- Conduct regular quality assurance evaluations of phone, chat, and email interactions
- Analyze customer experience metrics and provide actionable insights for performance improvement
- Deliver constructive feedback to frontline agents and support their development
- Serve as a subject matter expert on quality protocols and travel systems
- Identify opportunities for process optimization and participate in cross-departmental projects
What is Required (Qualifications):
- 5+ years of corporate travel experience with strong GDS knowledge (Amadeus preferred)
- 2-3 years in a Quality Assurance, auditing, or analyst role within a call center or customer experience team
- Proven ability to deliver feedback and influence performance outcomes
- Advanced analytical and critical thinking skills
- Proficiency with QA tools, CRM platforms, and Google Workspace or Microsoft Office Suite
How to Stand Out (Preferred Qualifications):
- Experience with omnichannel QA programs and analytics dashboards (NiceCX or Genesys preferred)
- Exposure to training program development or LMS tools
- Exceptional verbal and written communication skills
- Strong collaboration and team engagement abilities
- Demonstrated ability to apply analytical thinking and excellent business judgment
#TravelIndustry #QualityAssurance #CustomerExperience #BlockchainTechnology #CareerGrowth
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