Customer Satisfaction

6 days ago


Remote, Canada Encore Corporate Travel Full time

**Do you want to make an impact?**

Are you the kind of person who loves diving into data and finding ways to improve business processes? Do you have a passion for analyzing and solving problems? If so, we want you on our team as our Quality and Business Analyst

**About Encore Corporate Travel**

Launched in 1976, Encore Corporate Travel is a customer and planet centric travel management company (TMC), that provides an entire travel ecosystem to companies around the globe. We build technology that solves corporate traveler and administrative problems and customize services to support the evolution of our clients. We have a deep understanding of their needs and of the market, that’s how we innovate. We seek out opportunities to continuously improve the client experience with a focus on taking the trouble away from them and owning it. Our values make for a culture of respect, collaboration, cooperation, and every opinion is heard and valued.

**About the role**
- This is a remote position based in Canada or the US._

**Ready for take-off?**

In addition to providing objective reporting and auditing on the current state of operations, you will:

- Audit every negative and neutral customer survey response
- Audit and resolve support tickets submitted by Travel Agents to identify any gaps in the process and/or agent knowledge and skill
- Use the information gathered in these tickets to decide on payouts to the client and any disputes
- Maintain accurate tracking of quality scores and agents monitored
- Identify trends, highlights, and lowlights
- Immediately flag any issues/situations that require urgent attention

**You’ll be cruising when you**:

- Highlight wins and suggest opportunities based on trend reporting
- Work accross departments to stay aligned with the Encore Corporate Travel brand, voice, and communications
- Gather feedback directly from clients to understand our customer sentiment

**You will be at the destination when you**:

- Suggest and create job-aids and training content to get the agent team to Quality targets
- Attend meetings with clients, vendors, and leads both as an SME as well as an evaluator

**Do you have what it takes?**

What we’re looking for:

- Understanding of how a typical service or sales interaction should be structured and flow
- Travel industry experience
- Worked with at least one GDS for a minimum of 1 year
- Extensive customer service and/or sales experience
- Customer satisfaction and sentiment oriented
- Comfortable with data and trend analysis
- Training experience is a plus
- Marketing and/or brand management experience, including content management experience is a plus
- A College diploma (University degree and/or Travel School are bonuses)

**As a fully remote team, we offer a relaxed, fun, flexible, working environment with a competitive salary, perks, and great benefits.**

**More precisely**:

- Full Health & Dental coverage
- Mental health support & programs
- Life & Disability Insurance
- Competitive compensation
- Unlimited vacation program
- Travel perks
- Internet allowance
- Company provided IT equipment
- Flexible hours
- RRSP Program and Profit-Sharing Plan
- Encore Corporate Travel is an Equal Opportunity Employer and strictly prohibits discrimination of any kind. We believe that great ideas can come from anywhere._

** VERSION FRANCAISE **

**Veux-tu faire une différence?**

Tu es le genre de personne qui aime se plonger dans les données et trouver des moyens d'améliorer les processus d'entreprise ? Tu es passionné par l'analyse et la résolution de problèmes ? Si c'est le cas, nous avons besoin de toi dans notre équipe en tant qu'analyste de la qualité et des affaires

**À propos de Encore Corporate Travel**

Lancée en 1976, Encore Corporate Travel est une société de gestion et de technologie de voyage corporatif centrée sur le client et la planète qui fournit des services et des logiciels de voyage aux moyennes et grandes entreprises du monde entier. Nous construisons une technologie qui optimise les coûts et les processus de voyage pour les voyageurs et leurs organisations, et nous personnalisons les services pour soutenir l’évolution de nos clients. Nous avons une compréhension approfondie des besoins de nos clients et du marché en général. Encore recherche les occasions d’améliorer continuellement l’expérience du client en éliminant les désagréments et en prenant les tâches en main, en utilisant notre expertise et notre technologie. Notre attitude canadienne reflète notre grande nation : aimable, serviable, inclusive, respectueuse, courtoise, patiente, hospitalière tandis que nos valeurs fondamentales ont un cœur mondial.

**À propos du rôle**
- Ce rôle est 100% en télétravail à travers le Canada et les États-Unis._

**Prêt pour le décollage ?**
- En plus de fournir des rapports et des audits objectifs sur l'état actuel des opérations, tu devras prendre en compte les processus et les poli



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