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QA Automation Tester with Airline PSS Experience
Ref No.: 16-02182
Location: Southlake, Texas
MUST HAVE Airline PSS - Airline passenger services systems Experience (DO NOT SUBMIT RESUME IF THIS SKILL IS MISSING)

Description:
  • 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 possible.
  • 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 increase sales;
  • 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 classes;
  • 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 skills;
  • Floor walk, assist agents with calls and take over a call if necessary;
  • Recognize agents who consistently achieve 100% on their monitors each month;
  • Effectively communicate agent issues to supervisors, management, and HR;
  • Research policy and procedures; Take the lead in completing special assignments;
  • Reinforce the quality process by having agents listen and score their own calls;
  • Administer scoring grid to reflect accurate scores for incentive purposes.