Senior Quality Analyst

*Candidate should be familiar with GDS

Global Distribution System (GDS) is a computerized network system that acts as an intermediary, enabling travel agencies, booking websites, and corporations to search, compare, and book real-time airline, hotel, car rental, and rail inventory.

Responsibilities:

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact qual...