Quality Insights Analyst

Summary

Join Hopper's growing team as a Quality Assurance Analyst and play a critical role in enhancing our customer experience. You will be responsible for the day-to-day QA operations for our app sales channel and HTS partners, collaborating closely with our OSP quality teams. This involves ensuring OSP understanding of Hopper's QI evaluation criteria, calibrating QA standards, and championing continuous improvement. You will analyze data to identify program, product, and process improvement opportunities, monitor operations, and provide regular program insights. The ideal candidate possesses strong data analysis skills, excellent communication abilities, and relevant experience. Hopper offers a competitive salary, unlimited PTO, and other attractive benefits.

Requirements

• 2+ year relevant experience
• Proficient in working with data, trend and root cause analysis
• Excellent communication, critical thinking and problem-solving abilities

Responsibilities

• Ensure OSP understanding and alignment of Hopper QI evaluation criteria
• Engage with OSPs to calibrate on and enforce QA standards
• Champion continuous improvement and provide feedback at all levels to improve customer experience
• Through analysis identify program, product, and process improvement opportunities
• Monitor day to day operations for the quality assurance program, aligning it with COPC standards (rubrics, scorecards, calibrations, audits, sample sizes, etc.)
• Maintain a rigorous DSAT scrubbing protocol for all DSATs to identify, triage, and action performance and quality gaps
• Provide regular program insights (BI) that either informs and/or alerts the organization to performance opportunities such as product/service issues and app errors. QA is more than a metric
• Liaise, serve as a point of contact and escalation, and indirectly lead OSP quality assurance personnel to drive consistency and desired program outcomes. Inform on and drive program vision and be responsible for program outputs/NSOs

Preferred Qualifications

• Travel agency/booking experience. CX consulting experience or internal process optimization experience
• Experience working directly with and influencing OSPs
• Experience working in a CX contact center environment

Benefits

• Well-funded and proven startup with large ambitions, competitive salary, etc
• Unlimited PTO
• Carrot Cash travel stipend
• Flexdesk All Access Pass & Work-from-home stipend
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact