Bilingual Premium Support Quality Insights Analyst

Traveltechessentialist; Canada; Hybrid; CAD 71,000 - 83,000; Full time

Job summary

A premier travel services company in Canada is seeking a Quality Insights Analyst to elevate service excellence in customer interactions. You will monitor service quality, evaluate performance, and provide insights for continuous improvement. Ideal candidates have over 5 years in hospitality and are bilingual in English and Portuguese. The role involves developing reports, coaching teams, and conducting evaluations. The position offers a competitive salary range of $71,000 to $83,000 CAD annually.

Benefits

Equity options

Employee Travel Credits

Health insurance

Qualifications

• 5+ years of experience in hospitality or premium travel services.
• Extensive background in quality assurance or service training.
• Deep understanding of customer service metrics like NPS and CSAT.

Responsibilities

• Conduct evaluations of Premium Support interactions to ensure service standards.
• Develop reports on service trends and performance gaps.
• Provide structured feedback and coaching to improve service delivery.

Skills

Bilingual proficiency in English and Portuguese

Attention to detail

Quality assurance expertise

Customer experience strategy

Ability to analyze performance

Tools

NICE/QC

Asana

Tableau

Google Suite

Job description

A premier travel services company in Canada is seeking a Quality Insights Analyst to elevate service excellence in customer interactions. You will monitor service quality, evaluate performance, and provide insights for continuous improvement. Ideal candidates have over 5 years in hospitality and are bilingual in English and Portuguese. The role involves developing reports, coaching teams, and conducting evaluations. The position offers a competitive salary range of $71,000 to $83,000 CAD annually.