Quality Assurance Specialist - Travel
Top Benefits
About the role
Purpose
The Quality Assurance Specialist - Travel reports to the Senior Manager, Global Sales & Service Enablement. As a member of the Global Sales Operations team, we create and deliver sales and service enablement processes, systems, and tools to our Global Sales colleagues (consisting of the Outside Sales and Reservations teams) so that they can deliver life-changing experiences to our guests and trade partners.
In this role, you will collaborate closely with internal teams to analyze interaction and system data to drive continuous performance improvement and align with the company’s broader business objectives. You will be responsible for overseeing quality monitoring processes across multiple systems (such as Salesforce) and customer contact channels—including phone, email and live chat — and providing thoughtful, data-driven recommendations for optimization.
More specifically, this position requires a strong understanding of:
- QA analysis for interactions and system data (ie Salesforce data).
- Provide actionable, data-driven insights for continuous improvement.
- Support future automation of QA activities in order to scale the function.
Key Areas of Accountability
1. Deliver quality assurance practices
• Perform quality assurance processes/audits on travel partner and guest account information, interactions, and bookings across all channels.
• Perform cross-systems data integrity/validation processes, and resolve exceptions as needed.
• Perform validation and/or user acceptance testing for continuous improvement initiatives, system/website updates, projects, and/or product releases and campaigns.
2. Support sales operations
• Track, monitor, and share insights, feedback, and recommendations including but not limited to process improvements and performance results.
• Support the delivery of process improvements, system changes, and other activities including acting as a SME if needed, to enable the change management process.
• Keep up to date on best practices. Continually automate quality assurance processes to increase capacity and improve data integrity.
Qualifications
Education/Certifications/Knowledge
• Completion of post-secondary education such as a college diploma or university undergraduate degree.
• Knowledge of quality control best practices is an asset.
Experience
• 2+ years’ experience in a business environment with one year in a related Quality Control or Quality Assurance role.
• At least one year as a Rocky Mountaineer Vacation Consultant or Senior Vacation Consultant is an asset.
• Experience within a Sales, Tourism, and/or multi-channel Contact Centre environment an asset.
Skills
• Excellent written and verbal communication skills in English. Fluency in multiple languages is an asset.
• Ability to work independently with minimal supervision. Proven track record in taking the initiative and use of resources to resolve issues.
• Superior attention to detail.
• Well-organized and excellent time management skills. Ability to work on multiple priorities within a fast-paced environment.
• Strong interpersonal skills.
• Superior analytical skills. Methodical and logical thinker. Process-driven.
• Strong aptitude for technology with strong proficiency with systems and software including MS Office, MS SharePoint.
• Goal-oriented and high achiever mindset.
• Proven project coordination skills.
• Reliable and consistent.
• Able to effectively adapt to change.
Working Environment
- Hybrid 3 days work from office
It is important to note that this is not a technical/software or product-related quality assurance role. This role is specifically focused on QA for sales interactions (voice, email, and chat) and quality checking data such as travel bookings and Salesforce data.
Compensation
- The base salary offered for this role is $52,000 to $62,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
- Eligible for Armstrong Collective’s discretionary bonus program
Eligible Benefits
Armstrong Collective supports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:
- Medical, Dental, Vision, Life Insurance
- Short term disability, long term disability benefits
- Travel emergency assistance
- Vacation time and sick time
- Up to 5% RRSP and/or TSFA match
- Two complimentary annual train tickets after first year of employment
Ready to take the first step toward joining our dynamic team? Don't miss out on important updates, interview invitations, and exclusive job alerts. Please ensure to opt-in for text messages when you apply in order to stay ahead of the curve and never miss a beat in your application process.
Let's make your journey to a rewarding career with us as smooth as possible. Join us today!
About Rocky Mountaineer
Our reason for working at Rocky Mountaineer is simple – to be the creators of life changing experiences, not just for our guests, but also for our employees. Join us at Rocky Mountaineer and build your career alongside an incredibly talented global team of passionate, energetic, diverse, and fun individuals who have helped to position us as the world-renowned leader in luxury train travel.
With rail routes operating in Western Canada and the American Southwest, Rocky Mountaineer’s team stretches the globe with employees in Canada (BC, AB, ON, QC), the USA, the UK, Australia and New Zealand.
Rocky Mountaineer has received numerous international awards and accolades. We have won thirteen World Travel Awards throughout our history; we were named Best Sustainable Train in 2021 in the Lonely Planet's Best in Travel awards; and are three-time winner of the Best Rail Company category at the Globe Travel Awards. We have been named one of Canada’s Top Small and Medium Employers three years in a row and three-time winner of BC’s Top Employer title. In 2023, we were recognized as a Platinum winner for Deloitte Canada's Best Managed Companies awards program - we have been recognized as a Best Managed Company since 2014 and achieved the award's Gold Standard five times.
Quality Assurance Specialist - Travel
Top Benefits
About the role
Purpose
The Quality Assurance Specialist - Travel reports to the Senior Manager, Global Sales & Service Enablement. As a member of the Global Sales Operations team, we create and deliver sales and service enablement processes, systems, and tools to our Global Sales colleagues (consisting of the Outside Sales and Reservations teams) so that they can deliver life-changing experiences to our guests and trade partners.
In this role, you will collaborate closely with internal teams to analyze interaction and system data to drive continuous performance improvement and align with the company’s broader business objectives. You will be responsible for overseeing quality monitoring processes across multiple systems (such as Salesforce) and customer contact channels—including phone, email and live chat — and providing thoughtful, data-driven recommendations for optimization.
More specifically, this position requires a strong understanding of:
- QA analysis for interactions and system data (ie Salesforce data).
- Provide actionable, data-driven insights for continuous improvement.
- Support future automation of QA activities in order to scale the function.
Key Areas of Accountability
1. Deliver quality assurance practices
• Perform quality assurance processes/audits on travel partner and guest account information, interactions, and bookings across all channels.
• Perform cross-systems data integrity/validation processes, and resolve exceptions as needed.
• Perform validation and/or user acceptance testing for continuous improvement initiatives, system/website updates, projects, and/or product releases and campaigns.
2. Support sales operations
• Track, monitor, and share insights, feedback, and recommendations including but not limited to process improvements and performance results.
• Support the delivery of process improvements, system changes, and other activities including acting as a SME if needed, to enable the change management process.
• Keep up to date on best practices. Continually automate quality assurance processes to increase capacity and improve data integrity.
Qualifications
Education/Certifications/Knowledge
• Completion of post-secondary education such as a college diploma or university undergraduate degree.
• Knowledge of quality control best practices is an asset.
Experience
• 2+ years’ experience in a business environment with one year in a related Quality Control or Quality Assurance role.
• At least one year as a Rocky Mountaineer Vacation Consultant or Senior Vacation Consultant is an asset.
• Experience within a Sales, Tourism, and/or multi-channel Contact Centre environment an asset.
Skills
• Excellent written and verbal communication skills in English. Fluency in multiple languages is an asset.
• Ability to work independently with minimal supervision. Proven track record in taking the initiative and use of resources to resolve issues.
• Superior attention to detail.
• Well-organized and excellent time management skills. Ability to work on multiple priorities within a fast-paced environment.
• Strong interpersonal skills.
• Superior analytical skills. Methodical and logical thinker. Process-driven.
• Strong aptitude for technology with strong proficiency with systems and software including MS Office, MS SharePoint.
• Goal-oriented and high achiever mindset.
• Proven project coordination skills.
• Reliable and consistent.
• Able to effectively adapt to change.
Working Environment
- Hybrid 3 days work from office
It is important to note that this is not a technical/software or product-related quality assurance role. This role is specifically focused on QA for sales interactions (voice, email, and chat) and quality checking data such as travel bookings and Salesforce data.
Compensation
- The base salary offered for this role is $52,000 to $62,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
- Eligible for Armstrong Collective’s discretionary bonus program
Eligible Benefits
Armstrong Collective supports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:
- Medical, Dental, Vision, Life Insurance
- Short term disability, long term disability benefits
- Travel emergency assistance
- Vacation time and sick time
- Up to 5% RRSP and/or TSFA match
- Two complimentary annual train tickets after first year of employment
Ready to take the first step toward joining our dynamic team? Don't miss out on important updates, interview invitations, and exclusive job alerts. Please ensure to opt-in for text messages when you apply in order to stay ahead of the curve and never miss a beat in your application process.
Let's make your journey to a rewarding career with us as smooth as possible. Join us today!
About Rocky Mountaineer
Our reason for working at Rocky Mountaineer is simple – to be the creators of life changing experiences, not just for our guests, but also for our employees. Join us at Rocky Mountaineer and build your career alongside an incredibly talented global team of passionate, energetic, diverse, and fun individuals who have helped to position us as the world-renowned leader in luxury train travel.
With rail routes operating in Western Canada and the American Southwest, Rocky Mountaineer’s team stretches the globe with employees in Canada (BC, AB, ON, QC), the USA, the UK, Australia and New Zealand.
Rocky Mountaineer has received numerous international awards and accolades. We have won thirteen World Travel Awards throughout our history; we were named Best Sustainable Train in 2021 in the Lonely Planet's Best in Travel awards; and are three-time winner of the Best Rail Company category at the Globe Travel Awards. We have been named one of Canada’s Top Small and Medium Employers three years in a row and three-time winner of BC’s Top Employer title. In 2023, we were recognized as a Platinum winner for Deloitte Canada's Best Managed Companies awards program - we have been recognized as a Best Managed Company since 2014 and achieved the award's Gold Standard five times.