Call Quality Assurance Analyst

1 week ago(1/10/2018 4:23 PM)
Job ID
# of Openings
Customer Service/Support


Job Description

Aspire Loyalty Travel Solutions, a division of Bridge2 Solutions is seeking a seasoned Call Quality Assurance Analyst with two or more years of experience as a quality specialist.  He/she will assure consistent quality of customer communication through various channels by monitoring and evaluating processes, policies and procedures to ensure standards and objectives are met.  The ideal individual can deliver autonomously after a basic understanding of their role for any given project.


Job Responsibilities

  • Establish, monitor and report on service levels and takes corrective actions as needed.
  • Measure and monitor user satisfaction level and take appropriate corrective actions as necessary.
  • Pro-actively stays informed about all airline rules and regulations, and other industry requirements.
  • Build absolute engagement and alignment with partners – establishing instant and sustainable relationships.
  • Measures and reports team’s performance on a daily, weekly and monthly basis while maintaining accurate data for performance documentation.
  • Works with operational leaders to give feedback and actions to improve the quality of servicing and sales.
  • Maintain in depth knowledge of program/policy updates to ensure appropriate handling of client calls.
  • Consistently provides performance related feedback and coaching to the service center associates with a focus on service delivery, process execution and sales. This includes communications of trends using various communication vehicles.
  • Promote a continuous learning environment and assist in improving individual and overall agent quality while driving performance expectations.
  • Make continuous improvement recommendations based on monitoring observations.
  • Report any on-going problems to Team Leaders and escalate egregious situations.
  • Ability to work under limited supervision and ability to prioritize work in order to support various projects and call volumes
  • Assists in new hire or recurrent training delivery as requested
  • Design, maintain and continuously improve monitoring standards for the Service Center
  • Enjoys working in a growth environment


Qualifications and or Experience


  • Advanced GDS Experience including intermediate to advanced knowledge of travel technology platforms including self-booking tools
  • Understanding of airline ticketing and fare rules
  • Ability to assimilate complex ideas and detailed information into effective written, spoken and visual communications.
  • Excellent active listening, personal organization and attention to detail skills
  • Proven ability to work creatively and analytically to solve business and technical problems.
  • Ability to build rapport with diverse and differently motivated individuals, groups, and departments.
  • Ability to consistently deliver results in a high-energy environment.
  • Familiarity with standard forms of Use Cases, User Stories, Acceptance Criteria, Process Flows and Requirements
  • Experience with MS Word, MS Excel, MS PowerPoint, MS Visio (or equivalent)
  • Experience with data analysis tools and / or SQL
  • Exceptional written and verbal communication skills
  • Ability to manage multiple tasks efficiently
  • Effective meeting facilitation skills
  • Minimum one (1) year experience in a high volume customer service environment
  • Minimum of two years travel servicing support for leisure or business travel
  • Excellent oral and written communications
  • Strong interpersonal skills including the ability to provide constructive feedback & coaching in a manner that results in improved performance and trust/respect
  • Attention to detail and accuracy in work flow
  • Strong customer service, organizational & analytical skills
  • Ability to manage time effectively and meet deadlines and requirements accordingly
  • Demonstrated objectivity, professionalism and flexibility
  • Ability to perform in a fast pace environment with minimal direct supervision
  • PC and software skills – Must be proficient in Microsoft Office
  • Knowledge of call center technology (preferred)
  • Past call monitoring experience


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