Porter Airlines Logo

Quality Specialist & Training Lead

Company Description

Porter Airlines provides a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline® in the World Airline Star Rating®.


The airline currently offers flights to Toronto, Ottawa, Montreal, Quebec City, Fredericton,
Saint John, Moncton, Halifax, St. John’s, Thunder Bay, Sault Ste. Marie, Sudbury, Timmins, Windsor, New York (Newark), Chicago (Midway), Boston and Washington (Dulles), and has seasonal flights to Mt. Tremblant, Que., Muskoka, Ont., Myrtle Beach, S.C., and Stephenville, N.L.


Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter. Details of growth plans to provide North America-wide service are available at
flyporter.com.

Job Details

Reporting to the Director, Customer Relations and Call Centre, this role is primarily responsible for conducting QA assessments, assisting in recruiting, and updating the Porter intranet site to ensure the information is relevant and up to date.  The objective of the role is to ensure all agents are providing correct information to callers and passengers while promoting the brand and educating Porter passengers. This role also works closely with the Specialist, Training and Quality for guidance and On the Job Training (OJT). 

DUTIES AND RESPONSIBILITIES:

  • Call Quality

    • Listen to calls and conduct calibration sessions with supervisors with the goal of improving the CSAT results

    • Get feedback from Supervisors and Manager regarding areas of improvement

    • Provide call insights weekly/monthly based on findings

    • Conducting analysis on agent quality performance metrics and providing recommendations for continuous improvement

    • Monitor and evaluate the quality of our Lead Agent interactions

  • Recruitment

    • Screen resumes & conduct phone interviews

    • Coordinate 2nd interview with Supervisor

    • Contact candidates to ensure a 100% show rate and a 90% graduation rate.

  • Communication

    • Coordinate all employee communication for consistency, timeliness and accuracy

    • Upload information to the agent intranet information site to ensure all information is up to date.

  • Take Calls

    • Take front line calls when necessary to maintain understanding of the life of an agent.

  • Instructional Design & Training

    • Plan and conduct upskill training for all employees on changes and new initiatives

    • Keep up to date records on LMS for all team members

    • Partner with Specialist, Training and Quality to learn introductory instructional design practices

 

TARGETS:

CSAT of 75% per quarter. (Customer Satisfaction)

 

Average Speed of Answer (ASA) of 5 min or less (to promote lower Average Handle Time (AHT))


BEHAVIOURAL COMPETENCIES:


  • Professionalism:  Dealing with high touch executive inquiries and escalations

  • Maintain Confidentiality at all times: In this role you will have access to sensitive info.

  • Word and PowerPoint: Procedure manuals and Presentations are part of the role. You will need to be very proficient in creating both.

  • Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

  • Teamwork: Working collaboratively with others to achieve organizational goals.

  • Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

  • Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

  • Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

  • Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.


QUALIFICATIONS: 

  • Proficient in all Google Office products including GMail 

  • Proficient in MS product suite

  • Experience with e-learning tools such as Articulate or others

  • Positive customer-focused attitude, excellent organizational skills and attention to detail

  • Strong written and verbal communication skills and grammatical accuracy is a must

  • Ability to maintain concentration and work effectively within a fast-paced, open-concept environment

LOCATION: Billy Bishop Toronto City Airport – YTZ (Ability to work from home up to 5 days per week)

  • October 7, 2021
  • 24-28-38

Instructions

We are sorry, but this opportunity is no longer available.
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