Purpose
The Quality Assurance Specialist - Travel reports to the Senior Manager, Global Sales & Service Enablement. As a member of the Global Sales Operations team, we create and deliver sales and service enablement processes, systems, and tools to our Global Sales colleagues (consisting of the Outside Sales and Reservations teams) so that they can deliver life-changing experiences to our guests and trade partners.
In this role, you will collaborate closely with internal teams to analyze interaction and system data to drive continuous performance improvement and align with the company’s broader business objectives. You will be responsible for overseeing quality monitoring processes across multiple systems (such as Salesforce) and customer contact channels—including phone, email and live chat — and providing thoughtful, data-driven recommendations for optimization.
More specifically, this position requires a strong understanding of:
- QA analysis for interactions and system data (ie Salesforce data).
- Provide actionable, data-driven insights for continuous improvement.
- Support future automation of QA activities in order to scale the function.
Key Areas of Accountability
1. Deliver quality assurance practices
- Perform quality assurance processes/audits on travel partner and guest account information, interactions, and bookings across all channels.
- Perform cross-systems data integrity/validation processes, and resolve exceptions as needed.
- Perform validation and/or user acceptance testing for continuous improvement initiatives, system/website updates, projects, and/or product releases and campaigns.
2. Support sales operations
- Track, monitor, and share insights, feedback, and recommendations including but not limited to process improvements and performance results.
- Support the delivery of process improvements, system changes, and other activities including acting as a SME if needed, to enable the change management process.
- Keep up to date on best practices. Continually automate quality assurance processes to increase capacity and improve data integrity.
Qualifications
Education/Certifications/Knowledge
- Completion of post-secondary education such as a college diploma or university undergraduate degree.
- Knowledge of quality control best practices is an asset.
Experience
- 2+ years’ experience in a business environment with one year in a related Quality Control or Quality Assurance role.
- At least one year as a Rocky Mountaineer Vacation Consultant or Senior Vacation Consultant is an asset.
- Experience within a Sales, Tourism, and/or multi-channel Contact Centre environment an asset.
Skills
- Excellent written and verbal communication skills in English. Fluency in multiple languages is an asset.
- Ability to work independently with minimal supervision. Proven track record in taking the initiative and use of resources to resolve issues.
- Superior attention to detail.
- Well-organized and excellent time management skills. Ability to work on multiple priorities within a fast-paced environment.
- Strong interpersonal skills.
- Superior analytical skills. Methodical and logical thinker. Process-driven.
- Strong aptitude for technology with strong proficiency with systems and software including MS Office, MS SharePoint.
- Goal-oriented and high achiever mindset.
- Proven project coordination skills.
- Reliable and consistent.
- Able to effectively adapt to change.
Working Environment
- Hybrid 3 days work from office
It is important to note that this is not a technical/software or product-related quality assurance role. This role is specifically focused on QA for sales interactions (voice, email, and chat) and quality checking data such as travel bookings and Salesforce data.
Compensation
- The base salary offered for this role is $52,000 to $62,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
- Eligible for Armstrong Collective’s discretionary bonus program
Eligible Benefits
Armstrong Collective supports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:
- Medical, Dental, Vision, Life Insurance
- Short term disability, long term disability benefits
- Travel emergency assistance
- Vacation time and sick time
- Up to 5% RRSP and/or TSFA match
- Two complimentary annual train tickets after first year of employment
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