[Hiring] QA Analyst @Internova Travel Group

Role Description

This role is responsible for supporting our corporate travel division. The analyst is directly involved in overseeing the quality of our corporate end-to-end process, including automation developed for productivity and increased revenue.

• Business Process Services
  • Responsible for the management of User Support Service Desk, reviewing 2nd level service desk requests for business enhancement initiatives and evaluating requests for technician assignment to provide timely resolution to identified operational issues.
  • Collaborate with the Operations leadership in researching agent productivity and process issues.
  • Monitor GDS requirements and technical issues related to quality control systems, agent tools, and scripts.
  • Utilize software, processes, and procedures in a defined and consistent manner, documenting requirements, standards, and change management.
  • Participates in the delivery of initiatives generated through business analysis to drive projects relating to account change management, agent training, and quality control standards.
• Implementation Support
  • Department sponsor participating in client and product implementations.
  • Conducts and/or participates in client implementations or operational meetings providing an overview of quality control & reporting processes.
• Quality Collaboration
  • Review and coordinate with Education and Training to ensure enhancements to GDS products/services and agent tools are implemented and trained.
  • Responsible for testing and providing feedback on automation/script programming across all GDS and systems.
  • Maintains a favorable working relationship with all other company team members to foster and promote a cooperative working climate which will be conducive to improved employee morale, productivity, efficiency, and effectiveness.
  • Demonstrates an understanding of all Altour system requirements and processes to coordinate with internal areas as needed.

Qualifications

• Competence with the technical environment, reservation products, and procedures with an understanding of corporate travel industry standards.
• 3+ years travel operations and/or travel experience.
• Practical expertise in two of the following GDS’: Amadeus, Sabre, Travelport Plus/Galileo.
• Sound critical thinking and organizational skills. Consistent accuracy in tasks. Ability to retain and recall information.
• Strong teamwork and interpersonal skills, strong organizational skills required to handle multiple projects and priorities simultaneously.
• Excellent verbal and communication skills. Proficient in setting and managing internal and external customer expectations.

Benefits

• Choice of two medical plans and two dental plans.
• Vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D.
• Optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave.
• Paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.