Responsabilities:• Assist the QA department with reporting implementations• Provide smart solutions of data tracking and process automation with different platforms (Excel, VBA. Google Sheets, Google AppScript, Google Data Studio, G AppSheet, etc.)

Responsibilities:• Evaluate the coaching sessions between Team Leads and agents according to our SMART guidelines.• Create reporting for Team Leads performance in a Weekly, Monthly and Yearly basis.• Update the guidelines and form based on calibration results and upper management decisions.• Lead internal and external calibrations.• Provide technical expertise on reporting, data management and data analysis. • Train new hires on the continuous improvement method that is utilized for weekly business reviews so they can evaluate coaching sessions.

Responsibilities:• Evaluate calls according to a weekly planning elaborated by the Quality POC• Select calls for weekly calibrations with the client.• Help with investigations for specific call drivers. • Create specific action plans at Account, Team and Agent levels.• Deliver Quality inductions for new waves.

Responsibilities:• Receive incoming contacts from customers via phone, chat, email and social media.• Assist customers with questions about our tours and assist with their bookings.• Manage phone and chat queues and multitask to ensure timely responses to all guests.• Work with our travel partners to confirm reservations and notify guests of all the details. • Place outgoing calls and emails to travel partners and customers as necessary.

Responsibilities:• Update in a daily, weekly, monthly, quarterly basis the different reports related to the site’s KPIs.• Track performance trending, inform of main misses and propose ideas to keep good numbers among the agents.• Validate eligibility for employees to apply to new positions based on their goal achievements.• Create new reports based on needs and client requests.• Keep continuous monitoring of the scheduled reports and improve them as part of a kaizen site project.• Provide a performance scorecard for the finance department to pay out bonuses and salary increases in a quarterly and yearly basis respectively.• Track employee hiring and terminations for head count and attrition metrics measurements.

Responsibilities:• Evaluate calls according to a weekly planning elaborated by the Quality Team Lead• Select calls/orders for weekly calibrations with the client.• Escalate questions/tools issues/complicated scenarios to the client for them to be resolved and for a process to be established for them. • Provide the agents with coaching and follow them up to make sure their areas of opportunity were tackled properly. • Report any fraud trend that might have not been identified by the analysts.• Canalize feedback for the frontline agents whenever a case was improperly escalated to the risk management department.

Responsibilities:• Evaluate calls according to a weekly planning elaborated by the Quality Team Lead• Select calls for weekly calibrations with the client.• Escalate questions/tools issues/complicated scenarios to the client for them to be resolved and for a process to be established for them. • Provide the agents with coaching and follow them up to make sure their areas of opportunity were tackled properly.