Job Description: Monitor recorded or live travel agent calls and score them against TP and client-provided standards Determine whether agents use proper procedures and effective practices to provide customer service and support Complete assignments within established deadlines Attend TP and client meetings and functions as assigned Maintain a work schedule with flexibility based on business needs Host and facilitate internal, external, or QA team calibrations Support the Quality Assurance CSAT calibration process with clients, monitoring services, and operations Provide value-added CSAT analytics, methods, and practices to operations Interact with clients regarding CSAT analytics, methods, and processes Ensure appropriate analyst staffing levels to achieve customer satisfaction targets Support supervisor teams with quality execution and calibration sessions Support new-hire quality training and transition Participate in new policy training Meet QA Analyst reporting and communication requirements Adhere to security, HR, operations, and other policies; report known infractions Perform other duties assigned by management Requirements: 2+ years of experience using GDS Native Sabre Must be at least 18 years old Ability to accurately perform observations Previous call center experience with four or more listed areas Bachelor's degree or equivalent experience 6+ months as an inbound call center customer service representative 6+ months as a mentor, trainer, or acting supervisor 6+ months of previous quality assurance experience Analytical and problem-solving skills Ability to analyze and identify agent trends Ability to assess individual and team performance Strong written and verbal communication skills Strong leadership skills High productivity Excellent organizational and time-management skills Expertise in company and client policies, tools, applications, and practices Experience creating or compiling reports from multiple data sources Extreme attention to detail and ability to develop corrective and preventative plans Professional and articulate client-facing presence Experience with standard business applications, including MS Office; Excel experience is required Team-building and leadership skills focused on production-oriented goals Ability to manage multiple priorities in a changing environment Internal knowledge of TPUSA CSAT analytics processes Excellent attendance history required Must pass mandatory background checks, which may include pre-screenings, illegal drug tests, and credit checks Must not be on any step of the corrective process Must score consistently above 90% on monitoring Must have no less than 60 days of TP tenure Must be located within the US and eligible to work in the US without sponsorship Benefits: Comprehensive health benefits, which may include medical, vision, and dental Mental health and well-being resources Employment Assistance Programs Health and personal time off (HPT) Leave programs as eligible Competitive 401(K) plans Life insurance Supplemental medical coverage Critical care insurance Pet insurance FSA plans Retailer discounts Career advancement opportunities Inclusive and diverse workplace culture Support for active-duty service members, veterans, and military families