Quality Assurance Analyst - Remote

Overview

Engine is the modern travel platform for booking and managing work trips. It saves businesses time and money through an intuitive travel network that connects to nearly every hotel, airline, and car rental company in the U.S. It offers single invoice billing, the flexibility to modify trips at any time without sunk costs, and a unified view of all company travel and spend. Customers rely on Engine to not only make travel easier to manage, but to make it enjoyable for everyone involved.

In Short

• Monitor and evaluate customer interactions across various channels to ensure adherence to service standards.
• Review cases and leverage AI-powered tools to identify trends and quality opportunities.
• Offer tailored coaching and feedback to agents, and develop training sessions.
• Collaborate cross-functionally to keep QA procedures up-to-date.
• Analyze data and metrics to find opportunities for enhancing Member Support processes.

Requirements

• 1+ years of experience in a QA Analyst or related role in a high-volume call center.
• Strong understanding of support best practices and ability to conduct evaluations of customer interactions.
• Exceptional communication and interpersonal skills.
• Proficient in handling inbound and outbound calls/emails.
• Bonus points for experience with Salesforce, Replicant, and Google Workspace.

Benefits

• Competitive base pay with opportunities for bonuses, commissions, and equity.
• Hybrid-hub model for work environment—fully remote or in-office options.
• Access to a full list of benefits at engine.com/culture.