About us:
Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.
Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.
Location: Mumbai / Pune
About the role:
- As a Firstline Agent Quality Assurance Specialist (FL AQA team), you will monitor the quality of a random & focused selection of cases handled by our customer service team, and coach the agents to achieve a high level of service.
- You will have contact with agents and leaders, in all our in-house customer service offices within the First Line organization and other departments.
- You will report to the CS First Line Quality Assurance Manager.
Responsibilities:
As a FL AQA Specialist, you will:
- Monitor the quality of random & focused selection of interactions.
- Ensure that the quality & standards of the company processes are followed.
- Schedule & lead feedback and coaching sessions for the agents’ areas of improvement.
- Being comfortable in giving presentations.
- Staying aligned with the company's policies by handling a few interactions every month.
- Report agent or technical errors (jira submission to IT, Process etc).
- Make recommendations for improvement within the Quality & Customer experience department.
Requirements
- Minimum 1 year of experience as a quality analyst in a contact centre environment
- Good knowledge of English, and any additional language will be a plus.
- Familiarity with Excel or Google Sheets.
- Organizational & communication skills.
- Open to share and receive feedback
Education qualification: Graduate & above
