Quality Assurance Specialist

Job Description

About Us:

At Buy Business Class, we are dedicated to providing exceptional travel experiences. We specialize in booking premium travel services, ensuring that our clients enjoy luxury and comfort during their journeys. We are expanding our team and looking for a motivated Travel Consultant to join us.

Responsibilities:

• Listen to recorded calls between customer service agents and customers to assess quality, accuracy, and adherence to company protocols.
• Review email correspondence for clarity, professionalism, grammar, and adherence to established procedures.
• Provide objective and constructive feedback to agents on their communication skills, identifying areas for improvement and highlighting best practices.
• Maintain detailed records of quality evaluations and identify trends in agent performance.
• Collaborate with the training team to identify training needs and contribute to the development of training materials.
• Stay up-to-date on company policies, procedures, and industry best practices.
• Assist in the development and refinement of quality assurance processes.
• Help to resolve any customer issues which may arise from any quality concerns.

Qualifications:

• Excellent English language skills, both written and verbal.
• Exceptional listening skills with the ability to identify nuances in tone and communication style.
• Strong writing skills with a keen eye for grammar, spelling, and clarity.
• Proven ability to provide constructive feedback in a positive and professional manner.
• Detail-oriented with strong organizational skills and the ability to manage multiple tasks effectively.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience in a customer service or quality assurance role is preferred, but not required.
• Familiarity with customer relationship management (CRM) systems is a plus.
• Experience in the travel industry or a passion for travel is a plus.

How to Apply:

Interested candidates can send their resume to [Confidential Information]