Quality Assurance Analyst - Member Support

Our Member Support team prides itself on providing world class customer service for our clientele. We are looking to add a quality assurance analyst to consistently improve our processes and elevate our team to the next level. Our current associates work closely with all clients; from individuals, to hotel suppliers and even our API integration partners to resolve any and all detail changes. Therefore, we are looking for a quality assurance analyst who is proficient in phone, casework and chat.  

Here's what you'll do:

Call Center: 

• Monitor our member support call center to ensure we are meeting and then exceeding our service level agreements. This includes utilizing our current call center quality program to provide feedback to our member support team and leadership.  
• Create and iterate on call center metrics, including CSAT scoring and NPS information. 
• Provide phone support when needed, including taking calls during times of compression, along with assisting supervisors and managers in times of absences 

 Case Functionality: 

• Create feedback loops for agents for our customer support ticketing system. 
• Provide recommendations for process improvements

 Chat Integration 

• Monitor our chat interactions and provide coaching and feedback where needed 

Overall Team Engagement 

• Design and implement A/B testing for the team for our team 
• Assess agent performance and partner with management in order to help with skill sessions and coaching opportunities for phone, case and chat communication. 
• Collect, compile and report trends through data analysis in order to pinpoint improvements 
• Provide backup support for training and analytical areas when needed  

Here's what we're looking for:

• 2+ years customer service role 
• 1+ year in an QA/QC role supporting a high growth environment is a plus 
• Intermediate experience with Call Center Analytics, Microsoft, SQL Reporting and Salesforce.com (CRM) strongly preferred 
• Advanced problem-solving and analysis skills with proven ability to communicate your findings to a larger team 
• Strong organizational skills and high attention to detail 
• An understanding and ability to refine and streamline processes  
• Ability to prioritize and action multiple projects simultaneously, while taking into consideration the impact on the business and ROI 
• Strong written and verbal communication skills with the ability to shape and align KPIs and company goals across partner organizations 
• Experience working in the hospitality industry or the travel tech industry a plus! 

Cash compensation:

• The base salary range for this role is $55,000 annually. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.