Quality Insights Analyst - Service Optimization - Remote

Overview

The Quality Insights Analyst will enhance Hopper's quality assurance program by leveraging data analysis and stakeholder engagement to improve customer service operations.

In Short

• Run day-to-day QA operations for App sales channel and HTS partners.
• Collaborate with OSP quality teams to enforce QA standards.
• Champion continuous improvement initiatives.
• Identify opportunities for program, product, and process improvements.
• Monitor QA program operations aligning with COPC standards.
• Maintain DSAT scrubbing protocols to address performance gaps.
• Provide business intelligence insights to inform performance opportunities.
• Serve as a point of contact for OSP quality assurance personnel.

Requirements

• 2+ years of relevant experience.
• Proficient in data analysis and root cause analysis.
• Excellent communication and critical thinking skills.
• Preferred: Travel agency/booking experience.
• Preferred: Experience in CX consulting or process optimization.
• Preferred: Experience in a CX contact center environment.

Benefits

• Well-funded startup with competitive salary.
• Unlimited PTO.
• Travel stipend.
• Work-from-home stipend.
• Entrepreneurial culture.
• Open communication with management.
• Small teams with significant impact.