Hope you are doing great. Please go through the below mentioned requirement
and share the profiles at *a...@tresourceinc.com* <a...@tresourceinc.com>
*Job Title: QA Automation Tester with Airline PSS Experience*
*Location: Southlake, TX*
*Type of hire: 12+ months Contract *
*Interview Mode: Telephonic and Skype*
*MUST HAVE Airline PSS - Airline passenger services systems
Experience (*DO NOT SUBMIT RESUME IF THIS SKILL IS MISSING*)
Preferred AA PSS
Preferred JetStream PSS
Auto or Manual test
Under general direction, responsible for assuring that the customer's
experience with Travelocity is 100 enjoyable.
Drive excellence in sales and customer service through monitoring and
coaching of agents to achieve the highest level of customer service
Work closely with the Virtual Witness administrator, agents, trainers,
supervisors, managers, general manager as well as other personnel to help
the agents improve their sales and service skills.
Meet with and review 25-28 monitors per day;
Work with supervisors to evaluate areas of development for team members;
Foster a sales environment; Develop sales briefings;
Work with the various lines of business to communicate promotions and
Check reservations for quality control to ensure customer satisfaction;
Assist supervisors in responding to agent questions and offer outstanding
Customer Service to all customer inquiries and needs;
Work with the training department to develop new programs as needed to meet
company goals and objectives for both new hires and seasoned agents;
Review complete Quality Monitoring forms and guidelines with all new hire
Work with the Training department to help transition new trainees onto the
floor once training has concluded by monitoring and coaching agent;
Develop and facilitate sales trainings; Mix live monitoring with coaching;
Administer contests; Supply feedback to supervisors and training team;
Monitor and coach transition teams; Coach and train agents on existing
Floor walk, assist agents with calls and take over a call if necessary;
Recognize agents who consistently achieve 100% on their monitors each
Effectively communicate agent issues to supervisors, management, and HR;
Research policy and procedures; Take the lead in completing special
Reinforce the quality process by having agents listen and score their own
Administer scoring grid to reflect accurate scores for incentive purposes.
408-709-1760 EXT 9859
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