Training and QA Manager

5 days ago

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Duffel

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API • Developer tools • Airlines • NDC • Travel Techology

51 - 200

💰 $30M Series B on 2019-10

Description

• Preferred location: NYC / Connecticut • We're looking for someone who is willing to work some weekends • We are making travel effortless, rebuilding the travel industry infrastructure • Travel Operations team handles queries related to bookings • Work with internal and BPO stakeholders to develop training material

Requirements

• Minimum 2 years in Travel customer support roles handling ticketing or re-issues and exchanges for air bookings • Minimum 1 year as team lead or comparable position • Minimum 1 year experience working with BPO support teams • Some experience designing, developing and creating engaging training content • Some experience creating and implementing QA rubrics • Experience building and iterating on operations processes • Ability to track and analyze QA/Training/Other Support Metrics and make data-driven changes to processes • Analytical abilities with skills in Google Sheets or Excel • Effective at driving performance through individualized coaching • Comfort with public speaking and leading training sessions • You build strong relationships and connect with others easily in a remote environment • You write and speak clearly and logically • Flexibility and desire to work in a space that is continually evolving based on user and business needs • Adaptable mindset and willingness to support daily queue work as needed • Willingness and ability to travel both domestically and internationally

Benefits

• Equal opportunities employer • Personal growth and ownership in work • Comfortable work environment