Job description
The Quality Assurance Specialist will play a crucial role in ensuring that travel consultants meet the service deliverables promised to our clients while providing an outstanding customer experience.
The Quality Assurance Specialist will monitor and score calls, emails and reservations of travel consultants across the network to ensure they are meeting call/email standards. In addition, the Quality Assurance Specialist will review the results with the individual travel consultant and meet with the travel consultant’s leader to review results and trends and as necessary develop action plans in conjunction with leader.
Will work with clients as needed to develop account specific requirements, and will work in conjunction with the leadership to create/develop service improvement action plans as it relates to call/email/reservation performance.
Will create quality standards, target dates for completion, identify client needs and puts forth solutions to ensure 100% client satisfaction.
Qualifications/Experience:
- More than 10 years’ experience within a mid to large Corporate Travel Management Company.
- Ideal candidates will have begun their careers as a travel consultant
- At least 2 years’ experience in managing travel consultants or providing performance feedback in a similar type role
- Demonstrated ability as a change agent, including qualities of persuasiveness and tact
- An entrepreneurial attitude to assist with development of standards and expectations for travel consultants around providing an outstanding call experience for our customers
- At least 10 years of experience with all components of a leading edge travel organization: A working knowledge of SABRE, Online booking tools, mid office quality control software, back office interfaces and MS Office (Excel proficiency)
- Customer focused with a commitment to quality assurance
- Quality control experience
- Ability to analyze data and make recommendations to improve performance
- Creative problem solving abilities & ability to drive results by influencing others
- Strong communication skills – oral and written
- Exceptional collaboration skills
- Some limited travel (<25%)
Location
The US national hourly wage range for this position is from $17.00 per hour to $29.00 per hour. The national range provided includes the hourly rate that GBT expects to pay for the role. Actual hourly wage rate will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.
This role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our 2022 Benefits-at-a-Glance document.
GBT 2022 Benefits-at-a-Glance
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
GBT Recruitment Privacy Statement
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