Quality Assurance, Land & Air Specialist

Quality Assurance, Land & Air Specialist | WFO

8 days ago

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Years of experience 2-3 years

Shift(s) Morning Shift

Job request ID JR-12988

Quality Assurance, Land & Air Specialist | WFO

Philippines - Angeles

8 days ago

Salary Login to View Salary Years of experience 2-3 years Shift(s) Morning Shift Job request ID JR-12988 Job Description

Purpose of Position:
The purpose of this position is to manage the quality performance of our call centre and Land 
& Air team, ensuring the department runs efficiently and assist with the profitably and success 
of the sales teams.
This role will be embedded in the business working very closely with Executive Management, 
Managers and Leaders to ensure all new and existing employees reach the required level of 
quality performance.

Principal Responsibilities:
• Manage all aspects of the Quality Assurance, Land & Air Team under the direction of 
the Senior Manager, Member Experience.
• Set and achieve targets on a daily/weekly/monthly basis to ensure the sales team is 
being supported. 
• Regularly review team performance and analyse data to form strategies which will 
inspire and motivate individuals to ensure a high level of productivity.
• Assess, analyse, collate, and accurately report on department results and share with 
call centre Team Leaders and Managers.
• Communicate and build relationships with all stakeholders in a professional and timely 
manner whilst adhering to company policies. 
• Attend scheduled meetings and work events.
• Act as the point of contact for trouble shooting day to day operational issues that align 
with your direct report’s duties. 
• Provide feedback and reporting to the Training Team, call centre Team Leaders and 
Managers.
• Undertake and participate in training as required to communicate this knowledge with
you direct reports to ensure the ultimate customer experience. 
• Implement proactive people strategies including training, constructive feedback, and 
undertake performance reviews and performance management as required.
• Review calls and to identify training needs, corrective action, and coaching 
requirements for the Holiday team.
• Assists Senior Member Experience Manager with tasks as required.

Qualifications and Requirements

Qualifications/Requirements of the Position:
• Experience in creating presentations or content.
• 2+ years working in the travel industry.
• 2+ years working in a call centre environment.
• 2+ customer service experience.
• Experience in monitoring sales and customer service calls with a dedication to
providing exceptional customer experience.
• Ability to learn new systems, programs, and processes quickly

Criteria and Experience
• Demonstrated experience in a management role within a sales environment including 
a proven track record of supporting teams achieve targets and KPI’s
• Demonstrated experience within a call centre environment and/or travel industry 
sales arena preferred.
• Strong knowledge of sales processes and proven track record of exceptional people 
management skills.
• Demonstrated ability to manage a large team and mentoring employees in achieving 
goals.
• Ability to work in a fast-paced environment with a hands-on approach and the 
demonstrated ability to multitask and think creatively.
• Excellent interpersonal, negotiation and communication skills.
• Experience with defining, gathering, and leveraging of benchmarks, metrics, and 
data.
• Knowledge of or ability to learn O.V.C. systems, programs, processes, and policies.

Perks and Benefits