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Quality Assurance Analyst – Supporting Travel Agents, Native Sabre

July 10, 2026

Job Description:

Observations on recorded or live agent calls and score them against a TP and client provided standard
Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
Complete all work assignments within deadlines given
Attend TP and client meetings and functions as assigned
Maintain a set work schedule allowing for flexibility based on business needs
Host and facilitate internal, external or QA team calibrations to track results and attendance
Quality Assurance CSAT calibration process with clients, monitoring services and the operation
Ensure value added CSAT analytics, methods and practices are provided to operation
Client interaction as it relates to CSAT analytics, methods, and processes
Support supervisor teams with representative quality execution
Support supervisor teams in calibration session
Support new hire quality training and transition
Participate in any new policy training to ensure all policies are understood
Ensure all QA Analyst reporting, and communication requirements are met
Thrive as a team player in a fast paced, high energy, change oriented environment
Perform other duties as assigned by supervisor or other members of management
Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Requirements:

2+ years experience using GDS Native Sabre
Must be at least 18 years old
Previous call center experience with four (4) or more of the following:
Bachelor's degree or equivalent experience
6 plus months experience as an inbound call center customer service representative
6 plus months experience as a mentor, trainer, or acting supervisor
6 plus months of previous quality assurance experience
Analytical and problem-solving skills
Ability to analyze and identify agent trending
Ability to assess individual and team performance
Strong written and verbal communications skills
Strong leadership skills
Highly productive
Excellent organizational and time management skills
Must be extremely detail oriented
Experience with standard business applications including MSOffice (Excel experience a must)
Strong team building and leadership skills focused on production-oriented goals
Must have no less than 60 days of TP tenure
Must score consistently above 90% on monitoring
Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks
Excellent attendance history is required

Benefits:

Comprehensive health benefits including medical, vision, and dental
Employment Assistance Programs
Health and personal time off (HPT)
Leave programs as eligible
Competitive 401(K) plans
Life insurance
Supplemental medical coverage
Critical care insurance
Pet insurance
FSA plans
Retailer discounts

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...