ABOUT US
We are driven by service through PASSION, PEOPLE & PURPOSE. A Family of Brands making travel matter for over 100 years.
The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference. Were leading the way in responsible travel, unique rich local experiences, and are dedicated to making sure travel is easy and enjoyable. Were seeking new talent to elevate our team and cant wait to hear from you. Get in touch.
HOW YOU’LL WORK
Were energized by all the opportunities of the new world and are proud of our inspiring global workplaces. We look to inspire teamwork, collaboration, and passion for creativity.
Working together across markets, teams and disciplines ensure everyone has a voice and everyone is part of our industry-leading brands. Irrespective of where you are, we cultivate environments where everyone contributes, and everyone flourishes.
PERKS
After your first year, you get an annual travel credit of $1250 to use on any one of our core travel brands.
To grow we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3000 per year to support external learning and development courses that interest you and drive your passion.
Giving back – we give you two paid workdays each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER.
POSITION SUMMARY
The NA Quality Assurance Agent is responsible for scoring and/or assessing the quality of inbound contacts received by all North American and BPO contact center representatives while monitoring demeanor , functional accuracy, sales performance, and conformity to all quality components.
KEY RESPONSIBILITES
- Conducts call monitoring for voice agents and provides coaching and feedback
- Maintains expert levels knowledge of reservations product and process knowledge for all required brands and regions
- Provides support to NA Sales and Service Contact Centre Representatives by being available to help them with product, process, or brand related questions
- Works with NA Contact Centre leadership group to identify team & individual performance gaps, and inefficiencies
- Helps develop individuals on the team(s) through coaching and mentoring, to meet individual and team goals/targets
- Recommend, implement, and execute monitoring program (E.G. side-by-side in person or remote, silent, mystery shopper, etc.)
- Maintain confidentiality and uphold standards for privacy and data integrity
- Stay up-to-date on products & processes for all brands
- Be part of a consistent feedback loop with leadership, management, and training to calibrate monitoring processes and results
- Participates in call calibrations for call center staff
- Other duties as required and assigned
COMPETENCIES
- You are able to anticipate, recognize, and exceed customer needs, and can uphold the standards of The Travel Corporation
- You will build, develop, and cultivate relationships with agents and leadership; and being open, responsive, available and flexible make you easy to work with.
- You are dedicated to helping staff maximize their potential, through learning and development, and you individualize your approach as needed.
- You will develop a quest for knowledge to understand the brands you represent, and are proactively committed to continuous improvement.
- You are able to project knowledge in a calm and steady demeanor, displaying self-assurance and conviction.
EXPERIENCE
- 1+ years previous contact center experience
- Strong familiarity with TTC Tour Brands (TT/CS/IV/LG)
- Sound understanding of Tropics and Genesys
- Proficient with computer systems including Microsoft O365
EDUCATION
- High School Diploma or GED
- Travel industry qualifications are preferable but not essential
- Excellent written and verbal communication skills and a superior command of the English language
- TICO certification (or willingness to pursue) required
OTHER REQUIREMENTS
- Varying shifts including evenings and weekends and Public Holidays
- Extended hours during peak times possible
WORK LOCATION
- This position is considered Hybrid with a minimum of 2 days per week in the office.
PAY RANGE
- $21.00 to $24.00
The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state or local laws or ordinances.
The Travel Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.