Quality Insights Analyst - Service Optimization

January 24

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Logo of Hopper

Hopper

airfare and analytics

201 - 500 employees

💰 $96M Venture Round on 2022-11

Description

• At Hopper, customer obsession is at the forefront of our operating philosophy and practices. • To help propel our quality assurance program to the next level, we’re looking to bring on a high performing, Hopper subject matter expert. • This Analyst will run day to day QA operations for our App sales channel and HTS partners; collaborating closely with our OSP quality teams. • Our current QA program consists of two core functions, COPC based audits, and DSAT scrubbing. • This analyst will help further develop and deliver on a third core function, QA analysis.

Requirements

• 2+ year relevant experience. • Proficient in working with data, trend and root cause analysis. • Excellent communication, critical thinking and problem-solving abilities. • Travel agency/booking experience. CX consulting experience or internal process optimization experience. • Experience working directly with and influencing OSPs. • Experience working in a CX contact center environment.

Benefits

• Well-funded and proven startup with large ambitions, competitive salary and upsides of pre-IPO equity packages • Hopper offers group medical and dental insurance to full-time employees • Hopper offers life insurance with short term and long term disability coverage • All employees and dependents have access to telemedicine services, anytime, anywhere • Please ask us about our very generous parental leave, much above industry standards! • Unlimited PTOCarrot Cash travel stipend • Flexdesk Access Pass & Work-from-home stipend • Entrepreneurial culture where pushing limits and taking risks is everyday business • Open communication with management and company leadership. • Small, dynamic teams = massive impact

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