Quality Assurance Analyst

Job Summary

Working remotely, the full-time Quality Assurance Analyst will monitor travel agent transactions using Native Sabre, score agent calls, and ensure adherence to quality standards while supporting customer service operations.

Key responsibilities

• Conduct observations on recorded or live agent calls, scoring them against established standards
• Facilitate calibration sessions and maintain communication with clients regarding CSAT analytics and quality assurance processes
• Support training for new hires and assist supervisor teams in ensuring quality execution and adherence to policies

Required qualifications

• Minimum of 2 years experience using GDS Native Sabre
• Bachelor's degree or equivalent experience preferred
• At least 6 months of experience in a quality assurance role or as a mentor/trainer in a call center environment
• Proficiency in MS Office, particularly Excel, for report creation and data analysis
• Strong analytical skills with the ability to assess individual and team performance effectively