Customer Support - Quality Assurance Analyst

Hotel Engine, soon to be “Engine,” is radically simplifying business travel by providing software that saves companies time and money without the hassle of contracts, agent-assist fees, or minimum spends. Its double-sided marketplace connects tens of thousands of active businesses to a robust network of more than 750,000 hotels, airlines, and rental car companies to create a smarter and more rewarding business travel network. Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years. 

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! Complacency doesn’t live here. We’re focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA, and if you like what you see, please read on!

Job Title: Customer Support Quality Assurance Analyst or Customer Support QA Analyst

Department: Client Ops > Training and Development > Quality Assurance

Location: Remote

Reports To: Quality Assurance Manager, Training and Development 

Hours: Monday - Friday 8-5PM Mountain Time

At Engine, we take pride in delivering unparalleled customer service to our valued members. Our MS team collaborates closely with a diverse range of members, including individuals, hotel suppliers, and integration partners, to ensure seamless resolution of all service-related matters. 

Cash compensation:

• Final offer amounts are determined by multiple factors, including prior experience and expertise. ($45,000 - $58,000)

Position Overview:

As a Quality Assurance Analyst, you play a crucial role in elevating our customer service standards and driving the consistent improvement of our operational processes. Reporting to the Quality Assurance Manager, you will monitor and evaluate customer interactions across casework, phone, email and chat. 

Responsibilities:

• Utilize Salesforce to meticulously evaluate customer interactions based on structured scorecards.
• Review cases to identify emerging trends and areas for improvement, collaborating with agents and leadership to implement enhancements.
• Offer coaching, constructive feedback, and host office hours as needed to guide and support agents.
• Develop and deliver training sessions on QA processes and best practices.
• Collaborate cross-functionally to ensure QA procedures remain up-to-date and aligned with evolving products and processes.
• Analyze data and metrics to pinpoint opportunities for enhancing the Member Support process.
• Periodically assist the MS team as needed with calls or chats during high volume spikes.

Qualifications:

• 1+ years of experience in a QA Analyst, Subject Matter Expert or Senior Support Specialist role within a high-volume call center environment.
• Exhibit a strong understanding of support best practices, coupled with the ability to conduct high-level evaluations and assessments of customer interactions.
• Demonstrate exceptional communication and interpersonal skills while maintaining an impartial and optimistic perspective when evaluating and auditing agents' work.
• Proficient in handling both inbound and outbound calls, composing emails, and following up with members to ensure resolution.
• Possess excellent analytical skills and a proactive problem-solving approach.
• Exhibit a results-oriented mindset with the ability to work effectively both independently and as a collaborative team member.

Desired Skills:

• Experience with Salesforce.
• Experience with Google Workspace including Sheets.
• Experience with public speaking and presenting.
• Knowledge of the hospitality industry.

Cash compensation:

• Final offer amounts are determined by multiple factors, including prior experience and expertise. ($45,000 - $58,000)

If you are a highly motivated and experienced QA Analyst who is passionate about providing excellent customer service, we encourage you to apply.

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