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Quality Service Specialist

Location:Palmdale, CA
Exempt/Non-Exempt:Non-Exempt
Employment Type:Full Time
Department:Loyalty Division
Description:Montrose Travel is now part of CTM (Corporate Travel Management, ASX:CTD), one of the world’s largest travel companies with over $3.5 billion in sales.

We are seeking a Quality Service Specialist. We are looking for someone who can jump in and get going quickly. This position requires excellent communication, teamwork and organizational skills.

This position may be located in the Palmdale or Montrose office depending on the location of the successful candidate.

This position is a new opportunity in the Quality Service Department and will be responsible for extensive call monitoring and coaching to provide agents with superior customer service and sales skills for all travel programs.
Duties:•Daily evaluate and measure call quality for accuracy of information and call handling standards by listening to and scoring recorded calls
•Provide regularly scheduled feedback to agents and supervisors on scored calls; identifying strengths and areas of opportunity
•Participate in weekly team meetings, setting a personal short-term goal for the week
•Compile and analyze data in order to make recommendations for agents and for management review
•Participate in joint call listening sessions with various clients to ensure SLA standards are met
•Contribute to both individual and classroom coaching sessions and make recommendations for recurrent training

Qualifications:•Experience in a call center environment
•Excellent oral, written, and interpersonal skills
•Ability to perform routine tasks for long periods of time
•Able to foster strong relationships with agents through one-on-one meetings and through emails
•Experience in compiling data and reporting skills
•Ability to adapt quickly to change (learn new programs, change in processes or technology, etc)
•Exceptional listening and analytical skills
•Knowledge of excel and other applications required to listen, track, and analyze agent success
•Experience with different methods of providing feedback and coaching techniques based on individual learning styles
•Ability to learn, understand, and communicate internal standards, processes, and technical information
•Excellent organization and time management skills, able to work independently with minimal guidance
•Demonstrated ability to work within a team environment of open communication and cooperation
•Reliable transportation, up to 25% travel required
•Familiarity with call center process, understanding of call workflow, and knowledge of SLR’s preferred
•Bilingual preferred (Spanish speaking)

Our fun-loving company has the feel of a small family business without the small size. In addition to a great work environment, Montrose Travel offers a comprehensive range of benefits designed to fit your needs. Some of these include:

•Comprehensive medical and dental plans, with Section 125 cafeteria plan (pre-tax)
•401(k) Plan with generous employer match
•Employer paid life insurance
•Lucrative Incentive and Bonus Programs
•Numerous paid holidays
•Paid vacation based on longevity
•Discounted travel opportunities
•Recognition and camaraderie building social events
•Opportunity to earn travel awards

Come join our very successful and fun Travel Management Company… APPLY NOW.


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