Spanish Quality Assurance Executive

About Us

Wayfarer is a leading travel company dedicated to providing exceptional customer service and creating unforgettable travel experiences. We are seeking a passionate and detail-oriented Spanish Quality Assurance Executive to join our growing team.

Responsibilities

Listen to recorded calls of Travel Sales Agents interacting with Spanish-speaking customers.

Evaluate calls against pre-defined quality criteria, ensuring agents meet company standards for:

Accuracy of information provided

Product and service knowledge

Customer service delivery (e.g., professionalism, empathy, communication)

Compliance with company policies and procedures

Provide constructive feedback to agents, identifying areas for improvement and opportunities for growth.

Document and report call quality trends and identify systemic issues within the sales process.

Assist in developing and refining training materials for Travel Sales Agents.

Stay up-to-date on travel industry trends and policies relevant to the Spanish market.

Qualifications

Native or near-native fluency in Spanish and English (written and spoken).

Minimum 2 years of experience in a quality assurance role, preferably within the travel industry.

Strong understanding of travel products and services (flights, hotels, tours, etc.).

Excellent analytical and problem-solving skills.

Ability to work independently and manage time effectively.

Excellent written and verbal communication skills in both Spanish and English.

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

Experience with quality assurance software a plus.

Benefits

Competitive salary and benefits package.

Opportunity to work in a dynamic and growing industry.

Be part of a team dedicated to providing exceptional customer service.

Full time