Call Center Quality Coordinator

**About This Job**:
The purpose of this role is to support the Transfer Programs leadership team with all things related to Transfer Programs optimization. The Quality Coordinator will frequently spend their time reconciling for Transfer Programs performance with available reporting. This individual will ultimately spend the vast majority of their time reviewing calls to determine what did occur versus what should have occurred. The Quality Coordinator will serve a vital role in improving our click rates, capture rates, conversion rates, and will ultimately provide deep insight into the inner workings of arrivia's Transfer Programs.

**Responsibilities**:

- Review interactions (voice & non-voice) to determine what occurred on a particular call while reporting back the result of the audit to Transfer Programs leadership.
- Audit account notations with the intent of validating compliance with arrivia's Transfer Programs policy & procedure while identifying nefarious activity along the way.
- Establish call audit process that allow the Transfer Coordinator to exceed variable interaction audit goals.
- Track compliance issues as requested to establish patterns of reoccurring failure either initiated by an agent or supporting Transfer Programs technology.
- Track audit results to establish patterns of reoccurring failure.
- Audit interactions to ensure scripting is followed and that call transfer hand-off interactions are timely.
- Review invalid transfers as defined by existing reporting processes or triggered by leadership feedback with the intent of determining what the root cause of the invalid transfer was if necessary.
- Manage Transfer Programs reporting, as requested.
- Support interaction audit projects with the goal of providing accurate information that will be used to make business decisions across the enterprise.
- Communicate with internal leadership, as requested.
- Manage investigations as requested that would be focused on agent, reporting, or process nuances.
- Complete various tasks and projects as assigned by Senior Management.

**Requirements**:

- 1 year of call center work in a front-line role
- 1 year of QA or WFM experience preferred
- Knowledge of call center operations, Quality Assurance through time spent monitoring agents and or being coached
- Excellent English
- Basic presentation skills
- Comfortable present in a meeting that would include executive leadership team members
- High degree of confidentiality and / or discretion
- Demonstrated problem solving and process improvement skills

**Who We Are**:
Welcome to **_arrivia_**. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we're a merger of three powerhouse brands (in case you've heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We're focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We're on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.

**Our Core Values**:
Here at** **_arrivia_** we
- **Stay Curious** - Explore new challenges and make space to learn, grow and improve
- **Keep it Real** - Earn trust through open, honest and clear communication
- **Own it** - Seek ways to make an impact and take action.
- **Win Together** - Create a culture of connection and inclusion where everyone can be their best