Thursday , November 30 2023

United Airlines Jobs in Cypress – Coordinator – Quality Assurance

Website United Airlines

Job Description:

A Quality Assurance Coordinator (QAC) is responsible for assessing the customer experience provided to United’s Business 2 Business (B2B) cargo customers. Their behavioral and business process assessment is used to make data-driven decisions to improve various components of the experience provided by our Service Delivery team

Job Responsibilities:

  • Utilize voice, chat and email media, observe and accurately evaluate interactions between agents and customers
  • Identify agent behaviors and business processes that will lead to an outcome based efficient call handling in the future, leading to higher customer satisfaction
  • Participate in all scheduled development activities including calibrations, feedback sessions, training, special projects, etc.
  • Provide administrative support for the NICE call recording system, Salesforce, and other QA tools
  • Utilize speech-to-text and other operational reporting tools to find actionable insights
  • Collaborate closely with Cargo business leadership team to stay updated with current strategy
  • Track and follow-up on insights provided to business units and ensure actions are taken in timely manner

Job Requirements:

  • High school diploma, GED or education equivalent
  • 3+ years of quality assurance in a call center setting
  • Previous administrative
  • Experience coaching employees on best practices
  • Strong Microsoft Office suite skills including Word, Excel, Outlook & PowerPoint
  • Excellent written communication skills, with great attention to detail
  • Critical thinking skills and intellectual curiosity
  • Personal accountability
  • Ability to work independently, establish priorities and meet deadlines
  • High level of interpersonal skills to handle sensitive and confidential situations and documentation
  • Presentation and verbal communication skills
  • Must be legally authorized to work in the United States for any employer without sponsorship
  • Successful completion of interview required to meet job qualification

Job Details:

Company: United Airlines

Vacancy Type:  Full Time

Job Location: Cypress, TX, US

Application Deadline: N/A

Apply Here