Quality Support Specialist

Here, at Business-Class, we strive to become the number one choice for all premium-class travelers. A mission we won’t be able to achieve without the right people working together hand-in-hand to accomplish the same purpose. We are dedicated to providing the very best product paying detailed focus on the customer service and satisfaction in order to gain loyal repetitive clients eager to be working with our employees.

Job Summary:
We are seeking a highly motivated and detail-oriented Quality Support Specialist to join our team. As an Quality Support Specialist, you will be responsible for evaluating the performance of customer service agents in our airline ticket sales department by reviewing and analyzing interactions across multiple communication channels, including calls, emails, and chats. Your insights will play a key role in improving agent quality, customer experience, and operational efficiency.

Duties and responsibilities:

• Listening to recorded and live calls to assess agent performance.
• Analyzing interactions across various channels, including calls, emails, and chats.
• Compiling performance data and generating reports.
• Providing feedback and insights to help improve agent quality and efficiency.
• Maintaining accurate records and documentation related to quality assessments.

Qualities we are looking for:

• Strong attention to detail and the ability to assess agent performance based on predefined metrics and quality standards.
• Excellent analytical skills with the ability to identify patterns and trends from customer interactions.
• Strong communication skills, both written and verbal, with the ability to provide clear, constructive feedback to agents.
• Ability to work independently, prioritize tasks, and manage time efficiently in a fast-paced environment.
• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint) and experience with data analysis tools.

We are carefully choosing the best personnel and contribute to their self-development and improvement over the years by providing a great working atmosphere and numerous other benefits:

• Official employment
• Initiation and systematic trainings
• Motivational team-building activities
• Modern office downtown equipped with relaxing areas and complimentary supplies of water, tea and coffee
• Attractive official salary and bonus system
• No morning shifts, working schedule from 2pm-10pm ( subject to discuss)
• In-house and offline events

Join our team at Business-Class and contribute to delivering exceptional service to our discerning clientele while enjoying a supportive and rewarding work environment. Apply now to become our new Quality Support Specialist by emailing hr@business-class.com!