About the job
Join our dynamic team as a Lead Associate in Transactional Quality, specializing in Corporate Travel. In this pivotal role, you'll be responsible for ensuring the highest standards of quality assurance and performance monitoring.
Key Responsibilities:
• Conduct regular evaluations of customer interactions via phone, chat, and email using established scorecards and rubrics.
• Facilitate calibration sessions with supervisors to maintain consistent evaluation standards.
• Score interactions based on policy compliance, customer service excellence, and soft skills.
• Identify exceptional customer experiences that contribute to account performance reviews.
Data Analysis & Insights:
• Monitor key metrics such as QA scores, CSAT, FCR, and call handling times.
• Utilize root cause analysis and pattern recognition to provide actionable insights for agents and leadership.
• Integrate data from various sources to create comprehensive performance reports.
Coaching & Feedback:
• Provide constructive feedback to frontline agents, focusing on strengths and areas for improvement.
• Collaborate with team leads to define development plans and track progress.
• Assist in refining customer-facing documentation based on QA findings.
Training & Subject Matter Expertise:
• Act as a subject matter expert on travel systems, particularly Amadeus GDS.
• Support onboarding and training initiatives by identifying knowledge gaps and recommending enhancements.
Process Improvement:
• Identify workflow optimization opportunities to enhance the customer journey.
• Engage in cross-departmental projects to improve quality and service delivery.
• Ensure timely escalation of critical issues with actionable mitigation strategies.

