QA Analyst, Automation & Insights

Priceline; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading online travel company is seeking a QA Analyst for a hybrid role based in Toronto. You will fine-tune automated quality audits and work with AI systems to enhance customer trust. The ideal candidate should have 3+ years of experience in QA within a contact center and strong data analysis skills. Join a dynamic team committed to high-quality service and innovation.

Qualifications

• 3+ years in a Quality Assurance role within a contact center environment.
• Experience working with QA platforms like Verint and Qualtrics.
• Ability to work independently in a fast-paced, data-driven environment.

Responsibilities

• Support and fine-tune automated quality audits across multiple channels.
• Conduct calibration sessions to ensure alignment across global vendor QA teams.
• Analyze QA and coach automation accuracy.

Skills

Data analysis skills

Attention to detail

Exceptional written and verbal communication

Experience with QA platforms

Education

Associate's Degree

Degree in Business, Analytics, or related field

Tools

AmplifAI

AWS Connect

Tableau

Job description

Overview

Join to apply for the QA Analyst, Automation & Insights role at Priceline.

This role is eligible for our hybrid work model: 2 days in-office.

Why This Job’s a Big Deal

At Priceline, we believe every interaction shapes the customer journey—and automation is the key to scaling exceptional quality at speed. As a QA Analyst, you’ll be instrumental in tuning and evolving our intelligent quality systems across global BPO partners and channels. You\'ll ensure our automated audits surface what matters most, and our human-led insights drive behaviors that build customer trust. You’ll join a high-impact team shaping the future of how Priceline delivers service—with the support of AI, and the nuance of expert judgment.

In This Role You Will Get To

• Support and fine-tune automated quality audits across multiple channels (chat, email, messaging, voice, social)
• Leverage tools like AmplifAI and AWS Connect to analyze QA signals, coach automation accuracy, and drive continuous optimization
• Partner with commercial and product teams to identify data gaps and refine AI-based scoring models
• Conduct calibration sessions and variance analysis to ensure alignment across global vendor QA teams
• Analyze QA, CSAT, and agent performance trends to uncover coaching, training, or process opportunities
• Drive root cause analysis for quality variances, escalations, and service failures
• Build and maintain scalable scorecards, policy references, and QA documentation
• Collaborate with Ops, L&D, and WFM to translate quality insights into team-level performance gains
• Own elements of the QA dispute and escalation process, ensuring fairness, transparency, and compliance

Who You Are

• Associate\'s Degree preferred, Degree or diploma in Business, Analytics, Communications, or related field preferred
• 3+ years in a Quality Assurance role within a contact center environment (multi-channel strongly preferred)
• 1+ years of experience working directly with or within BPO operations
• Experience tuning or working with QA platforms (Verint, NiCE, Sage, Qualtrics, Call Miner, Amazon Connect), AI-based platform preferred (e.g., AmplifAI, Edgetier, Scorebuddy, Observe.AI)
• Strong data analysis skills; comfortable working in dashboards (Tableau, Google Sheets) and interpreting trends
• Knowledge of call auditing principles, customer experience drivers, and performance management frameworks
• High attention to detail with the ability to balance scale, fairness, and business outcomes
• Experience leading or participating in calibration, root cause analysis, and continuous improvement projects
• Ability to work independently in a fast-paced, data-driven environment
• Exceptional written and verbal communication skills
• Six Sigma or Quality Management certifications a plus

Who We Are

WE ARE PRICELINE.

Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceline is committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work. We32re inclusive, innovative, and collaborative.

Priceline is part of the Booking Holdings, Inc. family of companies. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.

Why Priceline

Flexible work at Priceline Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.

Inclusion is a Big Deal! We believe our team should reflect the broad range of customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work. Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world.

Applying for this position

We\'re excited that you are interested in a career with us. For all current employees, please use the internal portal to find jobs and apply. External candidates are required to have an account before applying.

When you click Apply, returning candidates can log in, or new candidates can quickly create an account to save / view applications.

Location : Toronto, Ontario, Canada (and remote / hybrid options as noted)

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