Quality Analyst - Travel Airlines

Start Date: ASAP

Work Arrangement: 100% Onsite (Cebu)

Nature of the Account: Travel Airlines

Type of Support: Non-voice

Shift: Singapore Time

Educational Requirement:

• College Graduate

Qualifications:

• At least 1 year of experience
• Require minimum of 6 months in Travel industry experience for support roles
• Proficient in Mandarin and English in listening, reading, writing, and speaking

Job Description: 

• Conduct transaction audits and provide feedback to improve agent quality.
• Monitor agent compliance with processes, policies, and guidelines.
• Present reports and analyses from audit results.
• Collaborate with leadership to enhance associate performance.
• Partner with Supervisors and Coaches to deliver targeted coaching.
• Analyze data to recommend strategies for reducing errors and improving efficiency.