Location:
Remote
Employer :
BCD Travel
Job Details
BCD Travel is a market leader in travel management, helping people and companies travel smart and achieve more. Operating in more than 100 countries, the majority of our 10,000+ employees work virtually. We are committed to sustainability and to driving success for our customers, our business, and ourselves. If you’re looking to join a company that values innovation and flexibility, BCD Travel might be the right place for you.
We are looking for a Quality Interaction Specialist to join our team. The Specialist is accountable for evaluating customer and BCD agent interactions using a standardized, calibrated process, and for delivering agent coaching for performance improvement. This role involves monitoring teams for quality, evaluating call quality, participating in calibration sessions, and providing performance improvement recommendations.
Key Responsibilities
– Monitor teams for quality, including selecting appropriate contacts for evaluation, evaluating call quality using established department and account guidelines, and participating in calibration sessions
– Coach agents by sharing evaluation results, providing recommendations, and showing direction for performance improvement
– Manage pre-determined monthly quota of evaluations utilizing available hours effectively
– Schedule and meet with agents using established calendar and time requirements
– Maintain appropriate documentation on agent performance results
– Act in a consultative and advisory capacity to provide recommendations to achieve service delivery and excellent customer experience
Qualifications Needed
– Several years of corporate travel agency experience
– Proficiency in GDS Sabre
– Strong domestic, hotel, and car rental knowledge; basic international knowledge
– Demonstrated high-quality work, productivity, and teamwork in current/former contact center role
– Knowledge of MS Word, Excel, PowerPoint, and Outlook
– Strong verbal and written communication skills in English
Experience:
– Corporate travel agency experience (Required)
– Proficiency in GDS Sabre (Required)
– Experience in quality evaluation and coaching
Skills:
– Excellent verbal and written communication skills
– Strong organizational and time-management skills
– Ability to multitask and work under pressure
– Good teamwork and interpersonal skills
Salary/Compensation:
– The salary range for this position is $50,000 to $55,000 per year.
– BCD Travel provides a competitive compensation package including mental, physical, and financial wellbeing tools.
How to Apply:
– Ready to join the journey? Apply now through the provided job link or company application portal.
Additional Information:
– BCD Travel offers flexible working hours and remote opportunities.
– Generous vacation days, including travel industry professional perks and discounts.
– Work From Anywhere program allows employees to work remotely in another country for up to 60 days per year.
– BCD Travel values diversity and inclusion, and encourages candidates from diverse backgrounds to apply.
Who Can Apply:
– Candidates with several years of corporate travel agency experience and proficiency in GDS Sabre.
– Applicants should be legally authorized to work in the United States.
For more information about our company and other career opportunities, please visit our website
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