Call Center Quality Assurance jobs in United States

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Job Summary:
We are seeking an experienced and detail-oriented Quality Assurance Lead Customer Communications to oversee the quality and consistency of customer interactions across all communication channels. The ideal candidate will have a strong background in the aviation industry with experience working at a reputable airline or aviation services company. This role is critical to ensuring our customer communications meet industry standards, regulatory requirements, and align with our brand voice and service values.

Key Responsibilities:

• Lead quality assurance initiatives for customer-facing communication, including email, chat, social media, and call center interactions.
• Develop and implement QA frameworks and scoring models to assess the quality of customer communications.
• Work closely with customer service, operations, training, and compliance teams to identify areas of improvement and implement corrective actions.
• Monitor customer communications to ensure compliance with aviation regulatory standards (IATA, EASA, FAA, etc.) and internal policies.
• Identify trends and root causes of communication issues and provide actionable insights to leadership.
• Coordinate regular audits of customer communication channels, ensuring clarity, empathy, and professionalism.
• Mentor and guide QA analysts and customer service staff to promote a culture of excellence and continuous improvement.
• Assist in crisis communication planning and execution, ensuring timely and accurate information is delivered to customers.
• Collaborate with legal and compliance teams to ensure all written communication aligns with contractual obligations and service level agreements.

• Bachelor's degree in Communications, Aviation Management, Business, or related field.
• Minimum 5+ years of experience in quality assurance, with at least 3 years in the aviation industry, preferably with a reputable airline or ground services provider.
• Proven experience in customer service and/or communications roles in highly regulated environments.
• Strong understanding of airline operations, customer service metrics, and regulatory standards in aviation.
• Excellent verbal and written communication skills in English (additional languages are a plus).
• Proficient in QA tools, CRM systems (e.g., Salesforce, Zendesk), and Microsoft Office Suite.
• Detail-oriented with strong analytical and problem-solving abilities.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

• Experience with ISO 9001 or other quality management systems.
• Familiarity with customer feedback tools (e.g., Medallia, Qualtrics).
• Six Sigma, Lean, or other quality certification is an advantage.
• Previous work with customer communication during irregular operations or flight disruptions.

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