QA Analyst, Customer Care

This role is eligible for our hybrid work model: 2 days in-office

QA Analyst, Customer Care

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner contact centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Why this job’s a big deal:

The Customer Care team is seeking an experienced quality assurance professional who can assume responsibilities for the maintenance of our quality assurance program. Reporting into the Manager for Contact Center Quality, the selected candidate will partner closely with peers and contractors to deliver solutions that result in performance improvements, and furthers business goals and objectives.

The candidate selected will oversee the delivery of quality assurance processes and make recommendations for improvement in monitored contact channels including chat, email, messaging, social media, and phone calls. He or she will be expected to quickly develop an understanding of Service and Sales operations, processes and needs. This person must be comfortable maintaining quality monitoring programs for large global audiences.

 In this role you will get to:

• Coordinate, and report on internal or external; human and AI-driven audit functions.

• Evaluate scorecards, surveys, policies, and day-to-day procedures to identify trends and training opportunities for continuous improvement.

• Performs reviews to clearly define the desired agent behaviors during customer contact handling, assess agent readiness, identify skill gaps, and make recommendations for improvements to leaders 

• Participate in the review and development of reference documents to drive quality improvement

• Lends subject matter expertise in the design and ongoing maintenance of quality monitoring forms and quality standard

• Provides oversight for Calibration sessions with auditors, supervisors, management, and sites 

• Manage QA dispute process.  

• Complete variance analysis for calibrations and perform root cause analysis.

Who you are:

• Associates Degree preferred 

• 2+ years of experience in a supervisory or QA role in a sales and/or service  contact center environment

• 3+ years of experience providing contact center multi-channel contact handling (e.g. call, chat, and messaging services) quality assurance services remotely and onsite

• 1+ years of experience as a contact center agent providing multi-channel customer services

• Experience working with or at a Business Process Outsourcer preferred

• Demonstrated knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends

• Effective oral and written communication skills

• Capable of leading meetings and making presentations

• Proficient in Google, Forms, Sheets, and Slides

• Experience with Call Monitoring Software

• Experience using Verint (QM and XM packages) is preferred

• Experience with call center phone systems (e.g. AmazonConnect) ACD is preferred

• Global distribution system (GDS) experience preferred

• Demonstrated time management skills and strong interpersonal skills

• Strong analytical skills with training and/or certification in Six Sigma methodology and analytics preferred

• Illustrated history of living the values necessary to Priceline:  Customer, Innovation, Team, Accountability and Trust. 

• The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.

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