Quality Assurance Specialist

Job Location: US-Remote Work From Home

ID: 2019-1861

Department: OPS – Operations

# of Openings: 1

Type: Regular Full-Time

Overview

Ovation Travel Group is an independently owned, $1.3 billion travel company with experienced travel professionals in more than 30 locations throughout the United States, and operating in 100+ countries globally. With over 660 employees, Ovation provides business travel services, bespoke luxury travel experiences, and meeting and special events planning for over 700 professional organizations and over 200,000 travelers. For over 35 years, Ovation has provided seamless, cost-effective travel solutions to individual travelers and professional organizations in such industries as finance, law, technology, biotech, advertising, entertainment, consulting and other professional services firms.

Ovation is seeking a Quality Assurance Specialist to play a crucial role in ensuring that Ovation Travel Consultants meet the service deliverables promised to our clients, while simultaneously providing them with an outstanding customer experience.

Responsibilities

• Monitor and score calls, emails and reservations of travel consultants across the network to ensure they are meeting Ovation’s quality standards for call, email, and Sabre reservation standards
• Review the findings and results of call, email, and reservation monitoring with individual Travel Consultants
• Conduct meetings with Operations leadership team members to review results and trends
• Work with Operations leadership team members to develop necessary action plans related to review findings
• Work with clients as needed to develop account specific requirements
• Work in conjunction with the Service Delivery Director to develop service improvement action plans, as it relates to call, email, and reservation performance
• Create quality standards and target dates for completion
• Identify client needs in order to put forth solutions to ensure 100% client satisfaction

Qualifications

• More than 10 years of experience within a mid to large Corporate Travel Management Company
• Ideal candidates will have begun their careers as a travel consultant
• Demonstrated ability as a change agent, including qualities of persuasiveness and tact
• An entrepreneurial attitude to assist with development of standards and expectations for travel consultants around providing an outstanding call experience for our customers
• At least 10 years of experience with all components of a leading edge travel organization: A working knowledge of SABRE, Online booking tools, mid office quality control software, back office interfaces and MS Office (Excel proficiency)
• Customer focused with a commitment to quality assurance
• Quality control experience
• Ability to analyze data and make recommendations to improve performance
• Creative problem solving abilities & ability to drive results by influencing others
• Strong communication skills – oral and written
• Exceptional collaboration skills