Travel Quality Assurance Specialist

Must be located in Ontario*

Remote Position*

The Quality Assurance Specialist is responsible for reviewing and measuring interactions between travel advisor and card members to ensure contractual quality basics are met, including but not

limited to compliance and procedure related items.

Additionally, the Quality Assurance Specialist will be responsible through multiple channels, to communicate any opportunities to improve any quality gaps.

Key Responsibilities

Monitors CM interactions for a group of specific Manager partners and their teams, on a weekly and monthly basis according to internal Aspire Lifestyles monitor requirements or client

requirements. Manager partners will change periodically.

Provides travel advisors with customized, specific one on one coaching and feedback on quality monitoring results.

The Quality Assurance Specialist will ensure Travel Advisors have a true understanding of the feedback provided and coaching for improvement as well as how each of the line items on the Quality

Monitoring form influence VoCM.

Partners with managers on a regular basis to discuss monitor results, recent/upcoming changes, report on team trends and recommend key focuses for teams or individuals in order to improve

Quality scores as well as VoCM.

Provides coaching and counselling to Service Delivery Managers on achieving quality, process and adherence goals within their teams or with individual TCs.

Create monthly action plans to drive performance improvement in partnership with Managers.

Completes non-monitoring responsibilities as assigned in a timely manner which may include but is not limited to call monitoring technology administration, calibration call analysis, NH

presentations, coaching to excellence sessions, boot camps, etc.

Documents and reports quality, process and compliance adherence.

Analyzes findings and communicates trending report to Manager partners, Quality team and other key stakeholders.

Attends regular calibration sessions with internal business partners and external clients.

Supports new process rollout by conducting side by sides, coaching sessions and Quality Control monitors to check for adherence, report to Service Delivery and key stakeholders on findings.

May assist QA Manager or other leaders with projects and initiatives as well as reporting as requested.

Completes quality control side by side monitors beyond monthly requirement to support opportunities identified by Manager partner for team or individual TCs and report's findings to Manager

partner.

Attend relevant meetings and working groups to share observation and trend analysis.

Remains up to date on system usage by offering front-end assistance for approximately 8 hours per month or as required by the Quality Assurance Manager.

Ensure NH certification takes place by deadline and assist with mentoring when necessary.

Required Skills and Knowledge

Proficient with computer applications including Quality Monitoring Software and Microsoft Office (including Word, Outlook, Excel and PowerPoint).

Required Competencies

Excellent written and verbal communication skills.

Passion for service excellence.

High aptitude for attention to detail.

Highly organized individual able to manage combinations of individual technical work, side by side monitoring and feedback and analysis and discussions of trending work completed .

Ability to listen and partner with key stakeholders in a way that fosters the performance improvement of others.

Able to influence actions of key stakeholders based on trends and opportunities identified.

Able to conduct self professionally when dealing with external clients.

Ability to implement and manage priorities in an ever-changing environment.

Ability to analyze and identify trends to effect change in behavior or process improvements.

Ability to look for unique and impactful ways to suggest changes/coaching techniques to Managers to support ongoing development of individual TCs or their teams.

Required Languages

Fluent in both written and verbal English

Physical Requirements

Must be able to work a flexible schedule including but not limited to weekends, holidays, mornings, afternoons and evening.

Must be able to provide a work from home environment and internet service, in accordance with the company's Home-Based Agreement, that is ergonomically sound, private, and free from

distraction.

Must be able to sit for an extended period of up to 95% of your scheduled shift with or without a reasonable accommodation.

Must be able to spend an extended period of up to 95% of your scheduled shift working from and viewing a computer with or without reasonable accommodation.

Must be able to spend an extended period of up to 95% of your scheduled shift wearing a headset for communications with or without a reasonable accommodation.

Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.