Lead - Customer Experience (Quality Analyst)
Core
Monitor and evaluate customer interactions across voice, chat, and email channels in the travel industry to ensure compliance and drive continuous improvement.
Role type
Senior IC Quality Analyst (Customer Experience)
Builds
Quality assurance processes, feedback loops, and training initiatives for travel service agents
Domain
Travel industry + Customer Experience Quality Assurance
Deliverable
dashboards & analysis
Required skills
Analytical thinking, critical thinking, quality monitoring, report generation, process improvement, calibration, travel policy knowledge
Preferred skills
Call center experience, coaching, Microsoft Office proficiency, Sabre GDS knowledge
Responsibilities
Monitor and evaluate customer interactions for compliance, provide actionable feedback and coaching to agents, collaborate with Training and Operations to identify gaps, maintain quality forms and guidelines, analyze quality trends and generate reports, conduct calibration sessions, stay updated on travel policies and regulations
Seniority
Mid-level, hands-on IC