Hotel Engine is hiring a
Quality Assurance Analyst

Summary

Join our team as a Customer Support Quality Assurance Analyst and play a crucial role in elevating our customer service standards. As a Quality Assurance Analyst, you will monitor and evaluate customer interactions across casework, phone, email, and chat. You will utilize Salesforce to meticulously evaluate customer interactions based on structured scorecards, review cases to identify emerging trends and areas for improvement, collaborate with agents and leadership to implement enhancements, offer coaching, constructive feedback, and host office hours as needed to guide and support agents, develop and deliver training sessions on QA processes and best practices, collaborate cross-functionally to ensure QA procedures remain up-to-date and aligned with evolving products and processes, analyze data and metrics to pinpoint opportunities for enhancing the Member Support process, and periodically assist the MS team as needed with calls or chats during high volume spikes.

Requirements

• 1+ years of experience in a QA Analyst, Subject Matter Expert or Senior Support Specialist role within a high-volume call center environment
• Exhibit a strong understanding of support best practices, coupled with the ability to conduct high-level evaluations and assessments of customer interactions
• Demonstrate exceptional communication and interpersonal skills while maintaining an impartial and optimistic perspective when evaluating and auditing agents' work
• Proficient in handling both inbound and outbound calls, composing emails, and following up with members to ensure resolution
• Possess excellent analytical skills and a proactive problem-solving approach
• Exhibit a results-oriented mindset with the ability to work effectively both independently and as a collaborative team member

Responsibilities

• Utilize Salesforce to meticulously evaluate customer interactions based on structured scorecards
• Review cases to identify emerging trends and areas for improvement, collaborating with agents and leadership to implement enhancements
• Offer coaching, constructive feedback, and host office hours as needed to guide and support agents
• Develop and deliver training sessions on QA processes and best practices
• Collaborate cross-functionally to ensure QA procedures remain up-to-date and aligned with evolving products and processes
• Analyze data and metrics to pinpoint opportunities for enhancing the Member Support process
• Periodically assist the MS team as needed with calls or chats during high volume spikes

Benefits

• Competitive compensation
• Stock options for all associates + performance-based stock options
• Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
• 401(k) plan with a match program
• Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
• Paid parental leave and family medical leave
• Hotel discounts through our exclusive platform