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Coordinator – Quality Assurance, Cargo Reservations

United Airlines Inc. – Houston, TX

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United Cargo
Whether they re delivering suitcases, packages or mail, United Cargo transports goods safely and responsibly to their final destination.
Job overview and responsibilities
The purpose of the QAC is to improve service quality, establish consistency in our services and maintain the Witness database/program by being the system administrator.
  • Improve Quality of service by remote/recorded sessions, spot monitoring, side by side or buddy-jacking, review of statistical data and observation
  • After gathering information, conduct a constructive feedback session, develop ways to maintain strengths and improve focus areas, and developing a plan that agents can follow to achieve, maintain, or exceed customer satisfaction standards
  • When the session is completed, input the information on their evaluations for documentation and forward pertinent information to their manager and file needed paperwork in their Quality Assurance file
  • Provide administrative support for the NICE system
  • Act as the liaison for technology
  • Assist CSC Management Staff in the recruitment, interviewing and hiring of new CSC employees and/or special functions within the department
  • Serve as a Floor Manager in the absence of CSC Service Managers
  • Special Projects as defined by my superiors
  • High school diploma, GED or education equivalent
  • Strong Microsoft Office suite skills including Word, Excel, Outlook & PowerPoint
  • Must be legally authorized to work in the United States for any employer without sponsorship
  • Successful completion of interview required to meet job qualification
  • Reliable, punctual attendance is an essential function of the position

  • Experience using Microsoft Access
  • 2-4 years cargo experience
  • Previous administrative/coordinator experience
  • Previous experience in a QA role within a Call Center environment
  • Fluent in one or more of the following languages:
    • French
    • German
    • Spanish
  • Experience coaching employees on best practices
  • Experience working with QA systems, such as NICE, Warrant, eCoach, Witness, or other similar system

Equal Opportunity Employer Minorities/Women/Veterans/Disabled/LGBT

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