Quality Assurance Specialist

Job Description

The Quality Assurance Specialist works closely with all members of the Quality Assurance and Reservations teams throughout the booking process. Ensures that all parts of the booking cycle are complete. The Quality Assurance Specialist appropriately addresses any availability issues, including researching, offering alternatives for unavailable services, cancellation of services, quality control, travel documents, in-travel support and Customer Relations. The Quality Assurance Specialist is in daily communication with Reservations, Product, Rail Ticketing, Confirmations regarding any issues or updates to services, and/or policies/procedures.

The Quality Assurance Specialist possesses a thorough understanding of Avanti products, procedures, and suppliers. It is essential for the Quality Assurance Specialist to be a team-player, work efficiently, be detail-oriented, and have excellent communication skills to succeed in this fast-paced work environment.

This Full-Time position is eligible for participation in a comprehensive company benefits & perks program. Avanti offers low-cost medical and dental coverage, paid-time off, paid holidays, reduced cost Tri-Met passes (benefit eligibility begins at the beginning of the month following 60 days of employment).

Day-to-Day

• Provide an excellent level of service to our customers, both internal and external, through polite, responsive and productive interaction and correspondence
• Processing all relevant email cancellation requests, manage and archive all cancellation-related correspondence
• Calculate any applicable cancellation penalties and/or refunds per procedure
• Processing all cancel-related charges or refunds, or liaising with management to ensure they are processed
• Liaising with suppliers to request and finalize any cancellation/reconfirmation of hotels and services
• Correctly assembling and packaging travel documents according to standardized procedures
• Monitors and tracks flights, transfers, and hotel customer complaints
• Meeting daily packaging and shipping quotas for physical and electronic documents
• Maintaining inventory logs of specified stock
• Answering questions pertaining to documents from both internal and external customers
• Promptly addressing in-travel issues with the travel agents and/or the travelers directly via phone and email
• Utilizing resources to address escalated in-travel issues, while working closely with our suppliers in Europe, Asia, and Latin America, Middle East, Africa and South Pacific via phone and email
• Performing pre-departure Quality Control of all bookings
• Proactively address any issues found to ensure high quality standards
• Monitor shared inboxes and archive correspondence according to guidelines
• Any other duties as assigned

We Would Like to Hear From You if You:

• When required, seasonal support for other departments may be necessary including:
  • Confirmations Team
  • Rail Team
  • Reservations Support Team
  • Have a strong desire to be a part of a high growth company with an entrepreneurial spirit and a fast-paced, result-oriented culture.
  • Are a high-level of professional, effective interpersonal communication skills with all levels of employees, both written and verbal
  • Demonstrate accurate and strong attention to details and manage customer situations using exceptional customer service. This includes continued updates and follow up until the situation is resolved.
  • Are willing to work any shift to ensure proper coverage including after-hours, weekends, and holidays, as needed.
  • Have strong problem solving and organizational skills
  • Expert in Windows, Microsoft Suite programs

Education and Qualifications

• High School Diploma or GED

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift 25-40 pounds office products and supplies, etc.

About Avanti Destinations

Avanti Destinations is the market leader in independent travel management, working exclusively for travel agents, with expertise in customizable travel to Europe, Central & South America, and Asia, including air, rail, cars, hotels, sightseeing, transfers, and other experiential travel options. We specialize in providing hand-picked, locally owned hotels in large and small cities, as well as hard-to-find-options for experienced travelers at the best values.

Avanti is rapidly growing; breaking barriers and using innovative technologies to make sure travel agents continue to book vacations through our travel consultants. Avanti Destinations participates in E-Verify and will provide the federal government with your Form I-9 information if hired, to confirm that you are authorized to work in the U.S.

We are world-travelers and embrace…