Quality Assurance Specialist

3 weeks ago

Montréal, Canada FlightHub Full time

UNCAGE YOUR** **AMBITION **as a**
- Quality Assurance Specialist*

We are **FlightHub Group**, an ambitious team of people that created **FlightHub** and **Justfly**. Our brands have grown to become two of the top-ranked travel agencies in North America. We now serve over 3 million customers per year, totaling 3 billion dollars in sales, and, whereas the pandemic may have slowed us down a little, we are coming back even stronger. We dream big, pursue passionately, and follow through with resolute self-belief and rigorous commitment. We are a group of individuals sharing a common vision and values, having come together to pursue a collective mission: overtaking the #1 spot in the world.
We are looking for a Quality Assurance Specialist to join our Seat Fulfillment team. Working alongside Gillian, our Fulfillment Analyst, and our OP Manager Ahmad, you will be responsible for evaluating bookings completed by a team of agents, providing timely feedback, and ensuring our teams uphold best-in-class service. While collaborating with our BPO partners to determine training needs and topics, you will ensure all agents are in adherence with our compliance & quality assurance standards, by using tools such as our QA guidelines and scorecards for evaluation. Working closely with management and our BPOs, you will be tasked with making recommendations and identifying skill gaps to create and facilitate continuous coaching, training, and performance improvement for all agents.
Many career paths can prepare you for this life-changing opportunity, but preferably, you're highly skilled in:

- Communicating effectively in both English & French, verbally and written;
- Quality monitoring for seat fulfillment and/or Customer Service Department;
- Escalating performance issues to management for immediate action and resolution;
- Facilitating weekly and monthly internal call calibration sessions with management;
- Working in a fast-paced environment, with the ability to adapt to changing technologies and internal software tools and solutions.

**Show us your drive and join our team**

LI-CV1
**LIBÉREZ VOTRE AMBITION - DEVENEZ**
**Spécialiste de l'assurance qualité**
Nous sommes le groupe FlightHub, nous formons une équipe ambitieuse derrière les agences de voyages en ligne FlightHub et Justfly. Nos marques sont devenues deux des agences de voyages en ligne les plus importantes en Amérique du Nord. Nous servons maintenant plus de trois millions de clients par année, et générons au-delà de trois milliards de dollars de ventes, et, même si la pandémie nous a un peu ralenti, l'industrie des voyages recommence à montrer des signes de vie, et le moment est propice pour vous joindre à nous parce que nous en profitons pour revenir encore plus forts. Nous rêvons en grand, nous poursuivons nos objectifs avec passion, et nous avons confiance en notre habilité à les atteindre.
Nous recherchons un spécialiste de l'assurance qualité pour rejoindre notre équipe de traitement des réservations. Aux côtés de Gillian, notre analyste du traitement des réservations, et d'Ahmad, notre responsable des opérations, vous serez chargé(e) d'évaluer les réservations effectuées par une équipe d'agents, de fournir un retour d'information en temps utile et de veiller à ce que nos équipes assurent un service de qualité. Tout en collaborant avec nos partenaires BPO pour déterminer les besoins et les sujets de formation, vous vous assurerez que tous les agents respectent nos normes de conformité et d'assurance qualité, en utilisant des outils tels que nos directives d'AQ et nos cartes de pointage pour l'évaluation. En étroite collaboration avec la direction et nos BPO, vous serez chargé de faire des recommandations et d'identifier les lacunes en matière de compétences afin de créer et de faciliter le coaching, la formation et l'amélioration continue des performances de tous les agents.
De nombreux parcours professionnels peuvent vous préparer à cette opportunité unique, mais de préférence, vous êtes hautement qualifiés dans:

- Le suivi de la qualité pour la réalisation des sièges et/ou le département du service client ;
- Communiquer efficacement en anglais et en français, à l'oral et à l'écrit ;
- Faire remonter les problèmes de performance à la direction pour une action et une résolution immédiates ;
- Animer des sessions hebdomadaires et mensuelles d'étalonnage des appels internes avec la direction ;
- Travailler dans un environnement au rythme rapide, avec la capacité de s'adapter aux technologies changeantes et aux outils et solutions logiciels internes.

Type d'emploi : Temps Plein

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