Quality Analytics Specialist, Agency Operations
1 day ago Be among the first 25 applicants
Blockskye provides next-generation inventory booking, payment, and dynamic expense solutions for the travel and entertainment industries using blockchain. We connect suppliers and corporate buyers through blockchain technology, achieving greater transparency, trust, and efficiency in transaction, inventory, and booking management.
The Quality Analytics Specialist plays a critical role in driving operational excellence across Blockskye’s call center environment. This role blends quality assurance, training collaboration, and subject matter expertise (SME) to deliver actionable insights that enhance service delivery, ensure compliance, and elevate the customer experience.
Through comprehensive analysis of support interactions across phone, chat, and email channels, this individual identifies performance trends, provides coaching and feedback, partners on training design, and facilitates continuous improvement across our global service teams.
This role is perfect for a quality‑focused professional who blends analytical thinking with a passion for service excellence and operational coaching to elevate customer experience. You enjoy using data and insights to improve performance, support training, and enhance the customer experience across global travel operations.
Responsibilities
Quality Assurance & Performance Monitoring
* Conduct regular QA evaluations of phone, chat, and email interactions using established scorecards and rubrics.
* Lead calibration sessions with supervisors and stakeholders to ensure consistency in evaluation standards.
* Score customer interactions based on policy compliance, customer service excellence, and soft skills.
* Ensure all reviews align with Blockskye’s tone, protocols, and industry standards.
* Ability to identify moments that “wow” the customer and use these in support of account performance reviews and employee recognition initiatives.
Data Analysis & Insights
* Track key quality and customer experience metrics such as QA scores, CSAT, FCR, and call handling times.
* Leverage root cause analysis, pattern recognition, and contextual interpretation; translate data and quality insights into actionable guidance for agents and leaders.
* Integrate data from call recordings, CRM tools, ticketing platforms, and feedback systems to create a full view of agent performance.
* Create visual dashboards and executive-quality reports highlighting trends, gaps, and improvement areas.
Coaching & Feedback
* Deliver clear, empathetic, and constructive feedback to frontline agents, reinforcing strengths and coaching improvement areas.
* Partner with team leads and supervisors to define development plans and monitor progress over time.
* Collaborate on scripting, process refinement, and customer-facing documentation based on QA findings.
Training & Subject Matter Expertise
* Serve as a subject matter expert (SME) on procedures, travel systems (including Amadeus GDS), and quality protocols.
* Support new hire onboarding, nesting/OJT (on-the-job training), and recurrent training sessions by identifying knowledge gaps.
* Recommend enhancements to training content based on recurring QA themes and service delivery trends.
* Stay current on new processes, client-specific requirements, and regulatory guidelines affecting quality performance.
Process Improvement & Cross-Functional Support
* Identify opportunities to optimize workflows, reduce errors, and improve the customer journey.
* Participate in cross-departmental projects related to quality, support tools, or service transformation.
* Collaborate with Process Engineering to create critical quality standards; track process gap closures to maintain high operational quality.
* Recommend enhancements to QA scorecards, coaching methodologies, and knowledge base content.
* Ensure timely escalation of systemic or high-impact issues and provide mitigation recommendations.
Requirements
* 5+ years of corporate travel experience with strong GDS knowledge (Amadeus preferred)
* 2-3 years in a Quality Assurance, auditing, or analyst role within a call center or customer experience team
* Proven ability to deliver feedback and influence performance outcomes through coaching and collaboration
* Advanced analytical and critical thinking skills; ability to differentiate symptoms and root causes
* Experience with omnichannel QA programs and analytics dashboards (NiceCX or Genesys preferred)
* Strong understanding of key customer service KPIs and how they correlate with business performance
* Proficiency with QA tools, CRM platforms, workforce engagement platforms and Google Workspace or Microsoft Office Suite
* Exposure to training program development or LMS tools preferred
* Exceptional verbal and written communication skills - clear, professional and empathetic; active listener who can understand both traveler’s and agent’s perspective.
* Excellent collaboration and team engagement abilities, ensuring alignment across departments and stakeholders.
* Strong time management and documentation habits with ability to work independently and make confident decisions
* Demonstrated ability to apply analytical thinking and excellent business judgment with a general curiosity about how things work and a passion to create world class programs for our customers.
Why Join Us?
At Blockskye, we are redefining corporate travel and payment through blockchain technology. By joining our team, you’ll be part of an innovative, forward-thinking company that values collaboration, integrity, operational excellence, and strategic leadership.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Blockskye is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.
#J-18808-Ljbffr