Quality Assurance and Customer Experience Specialist
Internal Job Posting | Open to Current Employees Only
Help deliver a seamless customer experience - from the first quote to the final trip. As our Quality Assurance and Customer Experience Specialist, you’ll work closely with sales and operations to ensure every trip is quoted, booked and delivered accurately and to our service standards. You’ll audit bookings before handoff, resolve the root causes of recurring errors, and build practical checklists, training and processes that prevent them. You’ll also help resolve complaints and service issues, confirm customer expectations are clearly communicated, and address concerns before they affect the customer. Your focus: fewer errors, faster turnaround, and stronger customer satisfaction and retention.
Key Responsibilities
Quality Assurance and Auditing
- Build and maintain quality assurance (QA) checklists and standards for the handoff from sales to operations.
- Verify every booking is ready for dispatch before handover: confirm the contract is signed, payment terms are met, pricing is correct, the charter is serviceable, and the final itinerary is confirmed with the customer. Hold bookings that do not meet these requirements until outstanding issues are resolved.
- Track recurring errors and rework, address the underlying processes - not just individual bookings - and report monthly on error rates, turnaround times and customer-impacting issues.
- Translate operational constraints into clear guidance that helps sales quote accurately.
Customer Experience and Escalations
- Help manage customer complaints and escalations from intake to resolution. Investigate with sales and operations, communicate a clear resolution, and document the root cause and outcome to prevent recurrence.
- Follow the defined escalation path, involving management for serious service failures and safety concerns. Apply credits, refunds and goodwill gestures consistently within approved guidelines.
- Follow up with customers after key trips to confirm satisfaction and support repeat business.
Training and Coaching
- Provide one-on-one coaching when quality issues arise, helping team members improve accuracy and service delivery.
- Support new sales team members as they learn our systems, processes and service standards.
- Create practical training materials, including short guides, standard operating procedures (SOPs) and recorded walkthroughs. Deliver refresher training when processes change or QA data reveals a gap.
Qualifications
Knowledge and Experience
- At least three years of experience in charter, motorcoach or travel operations, ideally in quality assurance or customer service.
- Knowledge of motorcoach operations, including driver hours of service, charter contracts and payment terms, and cross-border travel between Canada and the U.S.
- Experience with quality auditing, process improvement, and resolving customer complaints or escalations.
- Hands-on experience with Coach Manager or a similar booking and dispatch platform, including training others and creating SOPs.
Skills and Abilities
- Strong attention to detail and the judgment to recognize which details matter most.
- Clear communication skills and the ability to de-escalate customer complaints calmly.
- Proficiency in Excel and basic QA reporting.
- Confidence to challenge the status quo and coach peers constructively.
