Api Quality Assurance Team Lead
3 weeks ago
**JOB RESPONSIBILITIES**
1. Manage the day-to-day planning, operation and problem-solving for API’s to meet with the required service level agreements, standards and targets
2. Provide updates to the Operations Manager on status of Cases and volume/staffing required
3. Review and Assist with all SalesForce Cases relating to your area and action within SLA’s
4. Liaise with Operations Manager to set KPIs and for any procedural Concerns and critical issues
5. Work with Bug and Training Helpdesk Team to ensure API issues are fixed and agents assisted
6. Offer creative solutions and suggestions for streamlining case processing to the Operations Manager
7. Setup Lookups in iVector for API's to allow Mapping to take place
8. Responsible for helping develop and test new API’s
9. Must be able to link API products as needed
10. Review API Sales and inventory through MI Reports
11. Report and perform tests to all Ivector environments when the system experiences bugs or errors
12. Conduct troubleshooting for any system/technical issues
13. Establish communication and coordination with co-team leads concerning updates within the team
14. Communication through multimedia - telephone, video conferencing
15. Write up and enter Knowledge Base articles into Salesforce for Frequently asked questions to be referenced by Travel Agents and loaders
16. Manage Third Party Queues in Queue Management for any third party related issues or booking failures
17. Ensure that bookings are matched between API, Travelbox and iVector
18. Create process workflow for API failure in iVector
19. Maintain User Manuals and LMS for Travel Agents and Loaders
**KNOWLEDGE, SKILLS & ABILITIES**
- A team player
- Strong organizational and problem-solving skills
- Good interpersonal skills
- Strong leadership and decision-making skills
- Flexible and with the ability to multitask
- Ability to plan and deliver Coaching to staff at all levels
- Ability to plan and work to deadlines
- Excellent Math
- Excellent verbal & written English communication skills
- Highly detail oriented with an ability to concentrate for an extended period of time
- Ability to identifying and solve a problem or issue
- Excellent investigative skills for database/API issues in an electronic format
- Excellent computer skills including proficiency in Microsoft Suite
- Previous experience with interpreting and loading contracts into a database is beneficial
- Previous knowledge of land contracts and destinations that Goway sells is beneficial
- Previous knowledge of the iVector system is beneficial
- Excellent investigative skills for database/contract issues in an electronic format
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