Quality Assurance Analyst

Job Summary

Supporting travel agents using Sabre, the full-time Quality Assurance Analyst will monitor transactions, score agent calls against standards, and ensure effective customer service practices while working 100% remotely from within the US.

Key responsibilities

• Conduct observations on recorded or live agent calls and score them against established standards
• Facilitate calibration sessions and maintain communication with clients regarding quality assurance analytics
• Support new hire training and ensure adherence to policies and procedures

Required qualifications

• Minimum of 2 years experience using GDS Sabre
• Bachelor's degree or equivalent experience
• At least 6 months of previous quality assurance experience
• Strong analytical skills with the ability to assess performance trends
• Proficiency in MS Office, particularly Excel