Quality Assurance Specialist

Purpose

The Quality Assurance Specialist reports to the Senior Manager, Global Sales & Service Enablement. As a member of the Global Sales Operations team, we create and deliver sales and service enablement processes, systems, and tools to our Global Sales colleagues (consisting of the Outside Sales and Reservations teams) so that they can deliver life-changing experiences to our guests and trade partners.

More specifically, the role utilizes their expertise and passion for the company values to work cross-functionally, and mostly to support the Reservations, Guest Education Centre, and Outside Sales teams, to achieve business objectives such as rail guest, revenue/conversion, efficiency, quality, guest, and employee satisfaction targets. The position is primarily responsible for delivering the quality assurance practices for our guest and travel partner account information, interactions, and bookings so that we meet the required brand, risk, compliance and governance standards.

Key Areas of Accountability

1. Deliver quality assurance practices

• Perform quality assurance processes/audits on travel partner and guest account information, interactions, and bookings across all channels.

• Perform cross-systems data integrity/validation processes, and resolve exceptions as needed.

• Perform validation and/or user acceptance testing for continuous improvement initiatives, system/website updates, projects, and/or product releases and campaigns.

2. Support sales operations

• Track, monitor, and share insights, feedback, and recommendations including but not limited to process improvements and performance results.

• Support the delivery of process improvements, system changes, and other activities including acting as a SME if needed, to enable the change management process.

• Keep up to date on best practices. Continually automate quality assurance processes to increase capacity and improve data integrity.

Qualifications

Education/Certifications/Knowledge

• Completion of post-secondary education such as a college diploma or university undergraduate degree.

• Knowledge of quality control best practices is an asset.

Experience

• 2+ years' experience in a business environment with one year in a related Quality Control or Quality Assurance role.

• At least one year as a Rocky Mountaineer Vacation Consultant or Senior Vacation Consultant is an asset.

• Experience within a Sales, Tourism, and/or multi-channel Contact Centre environment an asset.

Skills

• Excellent written and verbal communication skills in English. Fluency in multiple languages is an asset.

• Ability to work independently with minimal supervision. Proven track record in taking the initiative and use of resources to resolve issues.

• Superior attention to detail.

• Well-organized and excellent time management skills. Ability to work on multiple priorities within a fast-paced environment.

• Strong interpersonal skills.

• Superior analytical skills. Methodical and logical thinker. Process-driven.

• Strong aptitude for technology with strong proficiency with systems and software including MS Office, MS SharePoint.

• Goal-oriented and high achiever mindset.

• Proven project coordination skills.

• Reliable and consistent.

• Able to effectively adapt to change.

Working Environment

• Hybrid 2 - 3 days from office

Compensation

• The base salary offered for this role is $52,000 to $62,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
• Eligible for Rocky Mountaineer's discretionary bonus program

Eligible Benefits

Rocky Mountaineer supports our team members' health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:

• Medical, Dental, Vision, Life Insurance
• Short term disability, long term disability benefits
• Travel emergency assistance
• Vacation time and sick time
• Up to 5% RRSP and/or TSFA match
• Two complimentary annual train tickets after first year of employment

Please apply by April 19th 2024.

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