Quality Assurance Specialist - Travel

Rocky Mountaineer; Vancouver; Hybrid; CAD 52,000 - 62,000; Full time

Job summary

A renowned travel service company is seeking a Quality Assurance Specialist to analyze sales interactions and ensure quality in customer support channels. This position requires a strong analytical mindset and at least 2 years of relevant experience in Quality Assurance. The base salary ranges from $52,000 to $62,000 per annum. The role also offers bonuses and comprehensive health benefits, emphasizing a hybrid work model.

Benefits

Comprehensive medical plan with 100% employer paid premiums

Discretionary bonus program

Up to 5% RRSP and/or TFSA match

Two complimentary annual train tickets after first year

Qualifications

• 2+ years’ experience in a business environment, with experience in Quality Control or Quality Assurance.
• Knowledge of quality control best practices is an asset.

Responsibilities

• Conduct quality assurance audits on travel partner and guest account information.
• Track, monitor, and share insights on performance results.
• Support process improvements and automation of QA activities.

Skills

Excellent written and verbal communication skills in English

Ability to work independently

Strong analytical skills

Proficiency with MS Office and MS SharePoint

Education

Post-secondary education such as a college diploma or university degree

Job description

The Quality Assurance Specialist - Travel reports to the Senior Manager, Global Sales & Service Enablement. As a member of the Global Sales Operations team, we create and deliver sales and service enablement processes, systems, and tools to our Global Sales colleagues (consisting of the Outside Sales and Reservations teams) so that they can deliver life-changing experiences to our guests and trade partners.

In this role, you will collaborate closely with internal teams to analyze interaction and system data to drive continuous performance improvement and align with the company’s broader business objectives. You will be responsible for overseeing quality monitoring processes across multiple systems (such as Salesforce) and customer contact channels—including phone, email and live chat — and providing thoughtful, data-driven recommendations for optimization.

More specifically, this position requires a strong understanding of :

• QA analysis for interactions and system data (ie Salesforce data).
• Provide actionable, data-driven insights for continuous improvement.
• Support future automation of QA activities in order to scale the function.

Key Areas of Accountability

1. Deliver quality assurance practices

• Perform quality assurance processes / audits on travel partner and guest account information, interactions, and bookings across all channels.
• Perform cross-systems data integrity / validation processes, and resolve exceptions as needed.
• Perform validation and / or user acceptance testing for continuous improvement initiatives, system / website updates, projects, and / or product releases and campaigns.

2. Support sales operations

• Track, monitor, and share insights, feedback, and recommendations including but not limited to process improvements and performance results.
• Support the delivery of process improvements, system changes, and other activities including acting as a SME if needed, to enable the change management process.
• Keep up to date on best practices. Continually automate quality assurance processes to increase capacity and improve data integrity.

Qualifications

Education / Certifications / Knowledge

• Completion of post-secondary education such as a college diploma or university undergraduate degree.
• Knowledge of quality control best practices is an asset.

Experience

• 2+ years’ experience in a business environment with one year in a related Quality Control or Quality Assurance role.
• At least one year as a Rocky Mountaineer Vacation Consultant or Senior Vacation Consultant is an asset.
• Experience within a Sales, Tourism, and / or multi-channel Contact Centre environment an asset.

Skills

• Excellent written and verbal communication skills in English. Fluency in multiple languages is an asset.
• Ability to work independently with minimal supervision. Proven track record in taking the initiative and use of resources to resolve issues.
• Well-organized and excellent time management skills. Ability to work on multiple priorities within a fast-paced environment.
• Strong interpersonal skills.
• Superior analytical skills. Methodical and logical thinker. Process-driven.
• Strong aptitude for technology with strong proficiency with systems and software including MS Office, MS SharePoint.
• Goal-oriented and high achiever mindset.
• Reliable and consistent.
• Able to effectively adapt to change.
• Hybrid 3 days work from office

It is important to note that this is not a technical / software or product-related quality assurance role. This role is specifically focused on QA for sales interactions (voice, email, and chat) and quality checking data such as travel bookings and Salesforce data.

Compensation

• The base salary offered for this role is $52,000 to $62,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
• Eligible for Armstrong Collective’s discretionary bonus program

Armstrong Collectivesupports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes :

• Short term disability, long term disability benefits
• Travel emergency assistance
• Vacation time and sick time
• Up to 5% RRSP and / or TSFA match
• Two complimentary annual train tickets after first year of employment

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