Step into a pivotal role at Travel Incorporated as a Quality Specialist, where you'll be the linchpin in evaluating our customer interactions. Get ready to dive deep into customer interactions, bringing forward the "voice, ear, and eyes" of the client perspective. With our top-notch quality tools, you'll document observations and provide actionable feedback. Your insights and trend analyses will be crucial in shaping our strategies. Elevate customer experiences to new heightsjoin us and make every customer interaction exceptional.

RESPONSIBILITIES: Analyzes live and pre-recorded contacts with a voice/ear/eyes of the client mindset to objectively evaluate adherence to company standards related to tone and content of interactions. Ensures that observed transactions have been properly completed in accordance with policies and procedures. Completes all planned assessments on time and in accordance with standards to meet productivity, quality and efficiency goals. Records observations and feedback using approved company quality tools and systems. Immediately escalates observed interactions that represent a serious deviation from established standards. Provides valuable insights, trends and assessment results to leadership using established reporting tools. Collaborates with leadership on action plans and coaching strategies for Travel Consultants. Participates in meetings with leadership to ensure that quality standards are consistently applied throughout the organization, calibrating as needed. Builds collaborative relationships with leadership, Travel Consultants, Training, Knowledge Management and all other internal teams. Complies with all Company processes and procedures and adheres to security protocols and policies while performing tasks including appropriate handling of call recordings and performance data. Performs other responsibilities as assigned.

QUALIFICATIONS/SKILLS: EDUCATION: HS or equivalent combination of education and experience. EXPERIENCE: 1-2 years prior experience in a QA role. TECHNICAL/COMPUTER: Solid digital literacy with common business tools. Strong skills with MS Office, Google Business Suite or similar along with a solid understanding of file organization, maintenance and version control. COMMUNICATION: Communicates effectively and professionally with associates, team members, leadership and clients. Demonstrates active listening and employs professionalism when sharing information. Writes clear and concise emails and written communications. Shows appropriate empathy and creates an environment of trust through communication style. PROBLEM SOLVING: Excellent problem-solving skills; ability to develop creative solutions to complex situations. Effectively solves problems and offers appropriate solutions; makes next steps clear. Excellent judgment and independent decision making within assigned authority levels. DETAIL AND PROCESS ORIENTATION: Strong process orientation with the ability to identify improvement opportunities; works collaboratively with Company staff on projects that include processes, tools and offering development. Detail oriented with the ability to see the big picture. Exceptional ability to make connections between processes. ANALYTICAL SKILLS: Ability to review established summary reports and proactively develop action plans; working knowledge of contact center operations and key performance metrics. ADDITIONAL SKILLS: ENVIRONMENTAL AWARENESS ETHICS ACCOUNTABILITY CLIENT SERVICE FOCUS EMOTIONAL REGULATION

SCHEDULE/HOURS: This position will be in office in Duluth, GA for their first 4 weeks and then transition to a hybrid schedule. The typical schedule is M-F, daytime hours.

WHAT WE OFFER: At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology and constant process improvement. Our dedicated associates give their best every day, and have fun while doing it! Learn more about our business and culture by visiting www.travelinc.com.

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at hr@travelinc.com. Connecting innovative technology with superior service to advance business travel

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity