Quality Assurance Analyst

Quality Assurance Analyst - Join Our Team!

ABOUT US
We are driven by service through PASSION, PEOPLE & PURPOSE.

The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference.

We're leading the way in responsible travel, unique rich local experiences, and are dedicated to making sure travel is easy and enjoyable.

We're seeking new talent to elevate our team and can't wait to hear from you.

POSITION SUMMARY
Working within a World Class Contact Centre environment, the Quality Assurance Analyst is a customer experience-driven individual who is highly objective, accurate and pays particular attention to detail.

This role requires an analytical individual who is passionate about customer experience, service and continuous improvement of our business.

Key Responsibilities

1. Quality Assurance
   Conduct quality assurance evaluations on contact centre interactions across channels globally, using the agreed software applications and systems. Compile quality assurance reports as per required frequency. Compile trends and provide actionable business insights for contact centre management through reporting. Provide feedback and coaching to contact centre agents and/or any other key stakeholders as and when needed based on QA results. Identify trends (positive/negative) for the benefit of contact centre teams and implement corrective measures. Liaise with Quality Programme Manager to advise on areas of opportunity to strengthen training programs. Act as a custodian of customer experience. Run and action topic auditing reports from Speechminer. Train the system to improve recognition of key words and phrases in order to categorise business areas of interest. Identify new topics of interest and suggest key phrases. Feedback findings regularly to the Speechminer product owner. Highlight any issues or challenges for areas of improvement.
2. Service
   Act as a support function to contact centre operations. Contribute to the development of staff through coaching.
3. Communication
   Proficient in both oral and written communication, in English, with various types of nationalities and accents. Maintain accurate and up-to-date knowledge of company products, policies, and procedures related to the job.
4. Problem Solving
   You will identify, research, and resolve issues to your role. You will partner with your manager and teammates to ensure a customer focused environment, driven by service. Recognise, document, and alert the manager of any trends. Recommend process improvements where needed.
5. Nurturing
   You will build, develop, and cultivate relationships with contact centre leadership and colleagues.
6. General
   Understand and use Office – Viva Engage, Teams, SharePoint, One Drive etc. Understand and use Genesys. Be dedicated to meeting the expectations of both our internal and external customers. Be required to take on other duties as assigned within the Quality Assurance Team. May be required to work on public holidays and weekends, including Sundays. Act on any instructions from time to time based on the company's operational requirements and falls within the vocational ability of the incumbent. Attend in-house staff training and departmental meetings. Actively contribute to the creation of an integrated and focused Contact Centre team. Adhere to company ethics standards.

EXPERIENCE
A minimum of 1 years' experience as a Contact Centre Agent within a contact centre and/or previous experience in a Quality Analyst position is essential. Office administration and/or computer skills are preferable. Travel Industry experience is highly regarded but not necessary. A high level of written and spoken English.

KNOWLEDGE
Professional verbal and written English communication skills. Computer literate. Office knowledge is an added advantage. Travel industry knowledge, including destination information, airline, city & country codes, and an understanding of the booking process.

PETENCIES
Exceptional customer service. Great attention to detail. Ability to work as part of a team. Excellent planning and organisation skills. Ability to prioritise and perform multiple tasks under pressure. Ability to communicate, both orally and written in English. Willingness to learn and develop and take on new responsibilities. Ability to follow tasks through to completion. Customer-focused. A strong work ethic. Ability to problem-solve. Self-Confidence. Judgement to refer decisions and/or discuss as appropriate. Be self-Motivated and able to use your initiative. Adaptable, cooperative, and reliable.

Ready to Join Us?
Apply today! For more about us, visit Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it! If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you!

Seniority level: Associate
Employment type: Full-time
Job function: Quality Assurance
Industries: Travel Arrangements