Quality Insights Analyst - Service Optimization
Hopper
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Posted 6+ months ago
At Hopper, customer obsession is at the forefront of our operating philosophy and practices. As a result, we’re constantly in a cycle of learning and continuous improvement. Within the customer service organization, we believe the quality insights program to be a critical component to that end.
To help propel our quality assurance program to the next level, we’re looking to bring on a high performing, Hopper subject matter expert who excels with communication, coordination, stakeholder management, and is highly skilled in working with data. This Analyst will run day to day QA operations for our App sales channel and HTS partners; collaborating closely with our OSP quality teams.
Our current QA program consists of two core functions, COPC based audits, and DSAT scrubbing. This analyst will help further develop and deliver on a third core function, QA analysis. Working closely with Hopper service delivery and OSP quality teams we need to better convert QA signals and data into business intelligence that informs CS roadmaps and alerts the organization to performance opportunities such as product/service issues and app errors.
Responsibilities include
- Ensure OSP understanding and alignment of Hopper QI evaluation criteria.
- Engage with OSPs to calibrate on and enforce QA standards
- Champion continuous improvement and provide feedback at all levels to improve customer experience.
- Through analysis identify program, product, and process improvement opportunities.
- Monitor day to day operations for the quality assurance program, aligning it with COPC standards (rubrics, scorecards, calibrations, audits, sample sizes, etc.).
- Maintain a rigorous DSAT scrubbing protocol for all DSATs to identify, triage, and action performance and quality gaps.
- Provide regular program insights (BI) that either informs and/or alerts the organization to performance opportunities such as product/service issues and app errors. QA is more than a metric.
- Liaise, serve as a point of contact and escalation, and indirectly lead OSP quality assurance personnel to drive consistency and desired program outcomes. Inform on and drive program vision and be responsible for program outputs/NSOs.
Minimum Qualifications
- 2+ year relevant experience.
- Proficient in working with data, trend and root cause analysis.
- Excellent communication, critical thinking and problem-solving abilities.
Preferred Qualifications
- Travel agency/booking experience. CX consulting experience or internal process optimization experience.
- Experience working directly with and influencing OSPs.
- Experience working in a CX contact center environment.
Benefits
- Well-funded and proven startup with large ambitions, competitive salary and upsides of pre-IPO equity packages
- Hopper offers group medical and dental insurance to full-time employees
- Hopper offers life insurance with short term and long term disability coverage
- All employees and dependents have access to telemedicine services, anytime, anywhere
- Please ask us about our very generous parental leave, much above industry standards!
- Unlimited PTOCarrot Cash travel stipend
- Flexdesk Access Pass & Work-from-home stipend
- Entrepreneurial culture where pushing limits and taking risks is everyday business
- Open communication with management and company leadership.
- Small, dynamic teams = massive impact
#posttoexternal
More about Hopper
At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a global travel agency and travel fintech provider that powers some of the world’s largest brands.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada and many more.
Here are just a few stats that demonstrate the company’s recent growth:
Hopper sells billion worth of travel and travel fintech every year. In 2023, over 1.3 billion trips were planned through the Hopper app and our HTS partnerships.
Our fintech products – including Price Freeze, Flexibility for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.
Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 50% of the business.
Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines with many more in the pipeline.
Featured in Apple’s Best of the App Store list of Essential Travel Apps in 2023 and recognized by the likes of Fast Company’s Most Innovative Companies, Hopper has been downloaded over 120 million times and continues to have millions of new installs each month. Hopper is now the #3 largest online travel agency in North America and 70% of our app customers are Gen-Z and millennials travelers.
Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace.
Come take off with us!
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