New Posting - Sunwing Airlines

Quality Assurance Analyst
Sunwing Airlines  

 - Montréal, QC

The Quality Assurance Analyst reviews interactions with customers to ensure the highest standard of quality and customer service are being demonstrated. They will work closely with the Quality and Training team, Sales Centre Agents, Supervisors and Managers to promote quality interactions, calibration and recommend solutions for common trends. The role will report to the Training and Quality Assurance Manager and will be located in Toronto, ON or Montreal, QC. RESPONSIBILITIES: Quality Assurance Conduct monthly one-on-one coaching with the Supervisors in each office (YYZ & YUL) to establish consistent QA developments through side-by-side analyses, personal calibrations, and live support. Provide ongoing upkeep and/or communication of the QA program for all call centres across the Sunwing Travel Group to ensure alignment and provide exceptional customer service. Score a percentage of Agent calls monthly to support Supervisors and promote the success of the programs’ goal to achieve high average call scores nationally based on a significant sample size. Grade the accuracy of bookings and internal system requests to support company policies and procedures. Review booking error reports and provide feedback and coaching for Supervisors and Agents to lower error rates. Review calls from all Supervisors and Leads to ensure that they are compliant with the current quality program and coach back any variances. Other duties as assigned by the reporting Manager. Calibration Sessions Lead international calibration sessions monthly to ensure alignment. Maintain the QA scoring sheets/grids with any updates or changes and maintain a log report to keep track of all changes including definitions, point values, and expectations. Reporting Identify trends based on QA (statistics, specific tones, etc.) and communicate them to both the Supervisors and Managers of the Sales Centre. Develop plans to improve scores by analyzing the trends observed monthly and recommend training & coaching. Assist with training and coaching as needed. Report trends monthly for individual Agents, Supervisors & the Department as a whole. Assist with the communication and data collection for the Executives on a monthly basis through the QA Executive Summary report. SKILLS AND EXPERIENCE: Previous education or relevant work experience in Quality Assurance. Minimum 5 years of sales and customer service experience. Self-motivated with effective time management skills, able to manage a varied workload in a high paced dynamic • environment. Travel/Tourism/Hospitality industry experience an asset. Excellent interpersonal and communication skills. Bilingualism (English / French) an asset. ENVIRONMENT AND SCOPE: Fast paced, deadline oriented work environment. Works closely with Sales Centre Agents, Sales Centre Supervisors and Sales Centre Managers, and must adapt to varying communication styles. Able to work and share responsibilities within a team environment. If you are interested in applying for this position please submit your application by September 25, 2017. We thank all who apply however only those who meet the qualifications will be contacted. At Sunwing our employees are the difference. We therefore encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Sunwing will also provide reasonable accommodations, accessible formats and communication supports upon request to persons with disabilities who take part in all aspects of the recruitment and selection process.