Quality Assurance Specialist (Call Center)

Our client is a tour operator, who specializes in destination travel combining tour and travel components to create a vacation or holiday by preparing itineraries for their customers. The most common example of their product would be hotel and transfer services, with air provided by one of their partners. The contact center, which is referred to as the Concierge Service Center, is indeed, the first point of contact for their customers. They are the “voice” of Exotic and Prestige Travelers.

We are helping them find a Quality Assurance Specialist, who will play a critical role in ensuring the highest standards of service within the contact center and will be responsible for being a subject matter expert in support of the Supervisors and Managers. 

The ideal candidate possesses a deep understanding of the industry, demonstrates sustained high levels of proficiency in all aspects of the job,  has exceptional communication skills, and a commitment to continuous improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Analyze and Improve:

• Identify ongoing business and process improvements that enhance customer satisfaction.
• Implement quality assurance standards and company processes to drive efficiency and effectiveness.

Evaluate Agent Performance:

• Regularly assess agent interactions, adherence to protocols, and overall service quality.
• Provide constructive feedback to colleagues regarding team member performance trends.

Cultivate Accountability:

• Foster a culture of accountability through transparent and authentic coaching.
• Encourage agents to take ownership of their performance and contribute to a positive work environment.

REQUIREMENTS: 

• High School Diploma required; 2 years of post-high school education or equivalent preferred.
• Minimum of 2 years of supervisory or management experience, preferably within a contact center environment.
• At least 2 years of experience in the travel, hotel, or hospitality industry.
• Advanced problem-solving abilities with a focus on negotiating effective solutions.
• Strong analytical skills, including the ability to review employee data and behavior to identify coaching opportunities.
• Effective communication skills in both oral and written form.
• Confidence in speaking in front of large groups.
• Ability to handle difficult and stressful situations with professional composure.
• Skill in maintaining effective interpersonal relationships.
• Proficiency in collecting, organizing, and analyzing data.
• Ability to exercise sound judgment when making critical decisions.
• Maintain a positive and helpful demeanor even under stressful circumstances.
• Ability to actively listen and focus during interactions.
• Bilingual: English/Spanish.
• Ability to work remotely with little or no supervision.

At SheWorks! we break geographical barriers, connect professionals with remote work opportunities and bring transparency to remote workforce management.