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Website United Airlines
Job Description:
A Quality Assurance Coordinator (QAC) is responsible for assessing the customer experience provided to United’s Business 2 Business (B2B) cargo customers. Their behavioral and business process assessment is used to make data-driven decisions to improve various components of the experience provided by our Service Delivery team
Job Responsibilities:
- Utilize voice, chat and email media, observe and accurately evaluate interactions between agents and customers
- Identify agent behaviors and business processes that will lead to an outcome based efficient call handling in the future, leading to higher customer satisfaction
- Participate in all scheduled development activities including calibrations, feedback sessions, training, special projects, etc.
- Provide administrative support for the NICE call recording system, Salesforce, and other QA tools
- Utilize speech-to-text and other operational reporting tools to find actionable insights
- Collaborate closely with Cargo business leadership team to stay updated with current strategy
- Track and follow-up on insights provided to business units and ensure actions are taken in timely manner
Job Requirements:
- High school diploma, GED or education equivalent
- 3+ years of quality assurance in a call center setting
- Previous administrative
- Experience coaching employees on best practices
- Strong Microsoft Office suite skills including Word, Excel, Outlook & PowerPoint
- Excellent written communication skills, with great attention to detail
- Critical thinking skills and intellectual curiosity
- Personal accountability
- Ability to work independently, establish priorities and meet deadlines
- High level of interpersonal skills to handle sensitive and confidential situations and documentation
- Presentation and verbal communication skills
- Must be legally authorized to work in the United States for any employer without sponsorship
- Successful completion of interview required to meet job qualification
Job Details:
Company: United Airlines
Vacancy Type: Full Time
Job Location: Cypress, TX, US
Application Deadline: N/A
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