Quality Evaluator – Fluent French & English

Job Title:  Contact Centre Quality Evaluator

Job Description

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Essential Functions/Core Responsibilities

  • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email


  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)


  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices


  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes


  • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies


  • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)


  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)


  • Complete phone time to keep current on programs (as applicable)


  • Contribute to maintaining forms and legends documents


  • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals


Candidate Profile
Significant relevant experience in a Travel Consultant Training support function (preferably in a contact centre) with excellent working knowledge of a Travel GDS System (ideally Amadeus).

  • French language professional proficiency
  • Strong communication skills, both written and verbal


  • Proficient in Microsoft Office


  • Ability to multi-task, prioritize, and meet timelines on deliverables


  • Self-starter, sense of urgency, and works well under pressure


  • Strong attention to detail


  • Sense of professionalism and ability to develop relationships

Full time position, 5 days per week

Salary subject to experience


Apply with CV (MS Word format) to:

David Fitzsimons

APB.ie/ Travel Recruitment

Email: david@apb.ie



Author Information

Travel Agent: Irish Travel Agents Association