Quality Interaction Specialist

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

Quality Interaction Specialist (Remote)

Full time, United States, Costa Rica

Our Quality Interaction Specialist is accountable for the evaluation of customer and BCD agent interactions using a standard, calibrated process and for the delivery of agent coaching for performance improvement.

As a Quality Interaction Specialist, you will

• Monitor teams for quality, including selecting appropriate contacts for evaluation, evaluating call quality using established department and account guidelines, and participating in calibration sessions
• Coach agents by sharing evaluation results, providing recommendations, and showing direction for performance improvement
• Manage pre-determined monthly quota of evaluations utilizing available hours effectively
• Schedule and meet with agents using established calendar and time requirements
• Maintain appropriate documentation on agent performance results
• Act in a consultative and advisory capacity to provide recommendations to achieve service delivery and excellent customer experience

About you

• Several years of corporate travel agency experience
• Proficiency in GDS Sabre
• Strong domestic, hotel, and car rental, basic international knowledge
• Demonstrated high-quality work, productivity, and teamwork in current/former contact center role
• Knowledge of MS Word, Excel, PowerPoint, and Outlook
• Strong verbal and written communication skills in English 

About us  
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.  

Your life at BCD 

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.  

You’ll be offered 

• Flexible working hours and work-from-home or remote opportunities  

• Opportunities to grow your skillset and career 

• Generous vacation days so you can rest and recharge 

• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools 

• Travel industry professional perks and discounts 

• Work From Anywhere program: you have the potential to work remotely in another country for up to 60 days per year! 

• An inclusive work environment where diversity is celebrated 

 At BCD Travel we value you, our culture and success is defined by you. We carefully consider a wide range of compensation factors, including your professional background and experience. The salary range for candidates in applicable jurisdictions in the US for the position of Quality Interaction Specialist is between $50,000 and $58,000. The actual pay depends on your skills, qualifications, experience and geographical location. 

Ready to join the journey? Apply now!  
We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we encourage you to apply. You may be just the right candidate for this or other positions.  

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