Quality Coordinator

The Quality Coordinator will analyze reservation data, review policies, and suggest process improvements. Reporting to Magdalena Zielinski, the Operations Manager in Schaumburg, IL, this role requires on-site work.

Role Responsibilities

• Receive inbound inquiries to source hotel, transportation, and travel needs for clients.
• Ensure reservations consistency and execution across multiple systems and channels.
• Obtain, evaluate, and provide accommodations and transportation according to client guidelines and SOPs.
• Monitor and enforce quality standards for the reservation/billing teams.
• Analyze reservation/billing data to identify trends and implement corrective actions.
• Suggest process improvements and develop documentation for quality control programs.
• Train employees on quality goals and set targets for improvement.
• Provide external and internal customer support.

Qualifications & Skills

• Passion for customer service with relevant work experience.
• Fluency in English, and proficiency in additional languages.
• Excellent decision-making abilities, communication, and listening skills.
• Commitment to continuous improvement and learning.
• Strong analytical and problem-solving skills.
• Self-motivation and ability to work independently and collaboratively.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Flexible working hours, including early mornings, late evenings, nights, weekends, and holidays.
• A high school diploma or equivalent, with one to two years of hotel/travel industry experience.

Benefits & Perks

• Medical, dental, and vision benefits.
• Automatic enrollment into a 401(k) plan.
• Virtual fitness classes.
• Robust paid time off.
• Employee discounts.
• Philanthropic support.
• Fun company culture with contests and prizes.