Premier Helpdesk Analyst - Galileo English (APAC)

Travel obsessed? Big tech fan? Hey, you’re in good company. If you want to be part of the industry that makes the world go round, then look no further.

Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school reunion. While we can’t solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we’re looking for the best thinkers to help us do it.

We’re hiring right now for a Premier Helpdesk Quality Analyst! Search for #Travelport on LinkedIn and hear from our amazing team.

How you’ll make an impact :

The purpose of the Quality Analyst is to ensure the helpdesk team delivers high-quality customer support by monitoring interactions, identifying areas for improvement, and providing feedback to enhance service quality and customer satisfaction

Your role in action :

• Monitoring and Evaluating Interactions & Customer Surveys :

Listen to or review interactions & customer survey responses between helpdesk agents and customers (., phone calls, chats, emails) to assess the quality of service provided.

Based on your evaluations, pinpoint specific areas where the helpdesk team can improve their performance, such as communication skills, problem-solving abilities, or adherence to procedures.

Offer constructive feedback to individual agents or the team as a whole, highlighting areas of strength and areas needing improvement.

Ensure that the helpdesk team adheres to current processes including critical processes such as authentication and verification.

Could this be you?

Discover why our teams love working here :

We are a diverse and inclusive workforce that reflects the communities and customers we serve. We are dedicated to eliminating inequality and unconscious bias while providing a work environment where all employees can confidently and comfortably share their opinions and challenge the status quo.

Where do we start! Our benefits package includes :

Competitive salary, 18 days holiday that increases with years of service plus Christmas working days (office shutdown), hybrid working model, annual bonus (non-contractual), statutory sick pay, pension contribution and medical + dental insurance. We also offer new parent leave, life and accident insurance as well as an annual allowance for the purchase of medicines.

Search for #lifeattravelport & #travelportGDL for our employee stories on LinkedIn!

Your journey at Travelport starts here- apply now!

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.