Job Summary
A travel company is seeking a Remote Trade Support and Service Quality Assurance Specialist.
Core Responsibilities of this position include:
- Participating in the design and administration of channel monitoring formats and quality standards
- Managing relationship between Quality Assurance Department, line supervisors and front line agents
- Executing contact center evaluations across multiple skills providing an accurate assessment of performance
Qualifications for this position include:
- Undergraduate degree in Business Administration required
- 1-2 years of contact center experience in sales or support functions required
- Expertise in AS400, Siebel, ASR, Group Insite, Impact 360 and speech/text analytics software
- Strong assessment and analytical skills plus able to convert research data into easy to understand documents
- Ability to work well in a team environment and independently
- Engaged professional, certified subject matter expert for assigned business units
