25 ene
Hopper
Nuevo Casas Grandes
.At Hopper, customer obsession is at the forefront of our operating philosophy and practices.
As a result, we're constantly in a cycle of learning and continuous improvement.
Within the customer service organization, we believe the quality insights program to be a critical component to that end.Our current QA program consists of two core functions, COPC based audits, and DSAT scrubbing.
This analyst will help further develop and deliver on a third core function, QA analysis.
Working closely with Hopper service delivery and OSP quality teams we need to better convert QA signals and data into business intelligence that informs CS roadmaps and alerts the organization to performance opportunities such as product/service issues and app errors.
**Responsibilities include**:- 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.
**Minimum Qualifications**:- 2+ year relevant experience.- Proficient in working with data, trend and root cause analysis.- Excellent communication, critical thinking and problem-solving abilities.
**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 and upsides of pre-IPO equity packages.- Hopper will offer and cover 100% of employee premiums for private Major & Minor Medical insurances.- Hopper supplements Social Security coverage for liability benefits with Private insurance to cover you and your loved ones from Day 1.- Hopper provides employees with a tax-advantageous and secured savings vehicle and matches up to a percentage of employee contributions.- Please ask us about our very generous parental leave, much above industry standards!.- Unlimited PTO.- Flexdesk coworking All Access Pass AND Work-from-home stipend.- Carrot Cash travel stipend
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.