Quality Assurance Analyst (supporting Travel Agents using Sabre)

Overview

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. 

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. 

Equal Opportunity Employer 

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here.  Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Purpose 

Support of the operation and the customer through monitoring travel agent transactions using Sabre quantifying the results and ensuring all are calibrated properly   

This position is 100% work at home. While this position will be working from home, this candidate must be located within the US and be eligible to work in the US without sponsorship. 

Responsibilities

Your Responsibilities

• 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  

• Ensure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction (regardless of scoring or indicators utilized by the client)  

• 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 

Qualifications

Requirements 

• Experience using GDS Sabre 2+ years 

• Must be at least 18 years old   

• Accurately perform observations 

• 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  

• Excellent verbal and written communications skills  

• High level of expertise in company and client policies, tools, applications, and practices  

• Experience with creating or compiling reports using various sources of data  

• Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans  

• Must be extremely articulate and present a professional image as this position will have contact with clients and other departments  

• Experience with standard business applications including MSOffice (Excel experience a must)  

• Strong team building and leadership skills focused on production-oriented goals  

• Able to manage multiple priorities in an ever-changing environment  

• Internal knowledge of TPUSA CSAT analytics processes  

• Excellent attendance history is 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 

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.