QA Analyst, Customer Care

Priceline; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Priceline, a leader in online travel, is seeking a QA Analyst focused on Customer Care. This hybrid role involves maintaining and improving quality assurance processes across various channels, like chat, email, and phone, ensuring exceptional service. Ideal candidates have proven experience in contact center settings and demonstrate strong analytical skills. Join a dedicated team committed to customer satisfaction and continuous improvement at Priceline.

Qualifications

• 2+ years of experience in a supervisory or QA role in a contact center environment.
• 3+ years of experience with multi-channel contact handling for customer services.
• Certifications in Six Sigma methodology preferred.

Responsibilities

• Coordinate and report on audit functions and service quality.
• Conduct variance analysis and root cause analysis for calibration.
• Lend subject matter expertise in designing quality monitoring forms.

Skills

Effective oral and written communication skills

Strong analytical skills

Time management skills

Education

Associates Degree preferred

Tools

Call Monitoring Software

Google Forms

Google Sheets

Google Slides

Verint (QM and XM packages)

AmazonConnect ACD

Job description

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

QA Analyst, Customer Care

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner contact centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Why this job’s a big deal:

The Customer Care team is seeking an experienced quality assurance professional who can assume responsibilities for the maintenance of our quality assurance program. Reporting into the Manager for Contact Center Quality, the selected candidate will partner closely with peers and contractors to deliver solutions that result in performance improvements, and furthers business goals and objectives.

The candidate selected will oversee the delivery of quality assurance processes and make recommendations for improvement in monitored contact channels including chat, email, messaging, social media, and phone calls. He or she will be expected to quickly develop an understanding of Service and Sales operations, processes and needs. This person must be comfortable maintaining quality monitoring programs for large global audiences.

In this role you will get to:

• Coordinate, and report on internal or external; human and AI-driven audit functions.

• Evaluate scorecards, surveys, policies, and day-to-day procedures to identify trends and training opportunities for continuous improvement.

• Performs reviews to clearly define the desired agent behaviors during customer contact handling, assess agent readiness, identify skill gaps, and make recommendations for improvements to leaders

• Participate in the review and development of reference documents to drive quality improvement

• Lends subject matter expertise in the design and ongoing maintenance of quality monitoring forms and quality standard

• Provides oversight for Calibration sessions with auditors, supervisors, management, and sites

• Manage QA dispute process.

• Complete variance analysis for calibrations and perform root cause analysis.

Who you are:

• Associates Degree preferred

• 2+ years of experience in a supervisory or QA role in a sales and/or service contact center environment

• 3+ years of experience providing contact center multi-channel contact handling (e.g. call, chat, and messaging services) quality assurance services remotely and onsite

• 1+ years of experience as a contact center agent providing multi-channel customer services

• Experience working with or at a Business Process Outsourcer preferred

• Demonstrated knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends

• Effective oral and written communication skills

• Capable of leading meetings and making presentations

• Proficient in Google, Forms, Sheets, and Slides

• Experience with Call Monitoring Software

• Experience using Verint (QM and XM packages) is preferred

• Experience with call center phone systems (e.g. AmazonConnect) ACD is preferred

• Global distribution system (GDS) experience preferred

• Demonstrated time management skills and strong interpersonal skills

• Strong analytical skills with training and/or certification in Six Sigma methodology and analytics preferred

• Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.

• The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.

#LI-NM1

#LI-Hybrid

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. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers.

Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.

We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.

Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.

If you want to be part of something truly special, check us out!

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.

Diversity and Inclusion are a Big Deal!

To be the best travel dealmakers in the world, it’s important we have a workforce that reflects the diverse 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. We’d love you to join us and add to our rich mix!

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.