Training and Quality Analyst

Location: AA Headquarters 1 (DFW-HDQ1)
Additional Locations: None
Requisition ID: 23396


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You ve come to the right place.

You don t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

What does it take to join us? We re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

Fortunately, we re building on almost a century of innovation and firsts in our industry and we plan to continue that tradition of excellence.

About The Job

The Cargo Customer Experience team is passionate about transforming and improving the communication and service to our customers to surpass their expectations and increase their satisfaction. As such we are looking for the right individual to fill a Quality and Training analyst role that will work with and lead our 4 cargo contact call center locations to deliver legendary customer experience. This position will maintain and update training materials and focus on the day to day quality and front line agent processes at our contact centers. The position will also potentially lead the Introduction of a new booking channel (Chat) and a new email management tool in multiple locations. The position will play a key supporting role in the design and introduction of our future Cargo end to end system. We are looking for someone who can set a high standard in quality and training for our contact center support group.

Specifically, you ll do the following:

  • Designing, building and managing the quality assurance and training function to support the Contact Center vendor performance, covering all 4 locations and all specialty desks.
  • Measuring, evaluating and improving customer interactions and customer care center operational performance through call, email, speech and text analytics and chat monitoring.
  • Identifying trends within the interactions; providing feedback to internal/external leadership.
  • Overseeing the training at the vendor locations to ensure training manual is updated and reviewed for accuracy on a regular basis.
  • Creating and maintaining a training certification program for our vendor location to ensure delivery of material is meeting department expectations.
  • Participating in the Cargo Contact Center agents recruitment for key positions.
  • Providing strategic guidance and leadership to the Cargo Contact Center operations.
  • Serving as a thought leader within the Cargo Contact Center leadership Team.
  • Driving organizational direction associated with increasing operational efficiency, customer satisfaction, revenue growth and enhancing the overall customer experience.
  • Taking initiative to prevent and solve issues and risks to the business, is committed and holds others accountable, makes sound decisions and manages risks to business. Serving as a backup for the Customer Service Manager.


Required Qualifications

  • Bachelor s degree in relevant field or equivalent experience/training
  • Cargo Process and Procedure knowledge

Preferred Qualifications

  • 4 year degree or equivalent work experience in the management of contact center quality and training
  • 3+ years of demonstrated competency in contact center leadership roles managing at least one of the following areas (Quality Assurance, Training, Call Center Technology Services, or Operations), or comparable Customer Service experience
  • 2+ years of experience working closely with cross-departmental teams including leadership
  • Hard-working, team-oriented, and dedicated with at least two years related experience in a customer promotion role
  • Demonstrated success in championing initiatives
  • Ability to quickly learn, understand, troubleshoot, and collaborate with other stakeholders to solve issues of a technical nature including electronic messaging, web technologies, online interfaces, etc.
  • A forward-thinking self-starter who easily transitions between independent and collaborative team work environments
  • Talent to effectively manage and complete multiple projects and priorities on schedule with a strong attention to detail
  • Must be able to maintain a high performance level and deliver strong results while still managing to have fun
  • Ability to travel up to 60-80% of the time on potentially short notice, Domestic and International
  • Work in locations across the globe and work variable shifts

Additional Locations: None
Requisition ID: 23396

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