Quality Analytics Specialist

A company is looking for a Quality Analytics Specialist, Agency Operations.

Key Responsibilities

Conduct regular quality assurance evaluations of customer interactions across various channels

Analyze key quality metrics and provide actionable insights to improve service delivery

Deliver constructive feedback and collaborate on training and development initiatives

Required Qualifications

5+ years of corporate travel experience with strong GDS knowledge (Amadeus preferred)

2-3 years in a Quality Assurance or analyst role within a call center or customer experience team

Proven ability to influence performance outcomes through coaching and collaboration

Advanced analytical and critical thinking skills

Experience with omnichannel QA programs and analytics dashboards (NiceCX or Genesys preferred)