Quality Control Regional Specialist

Quality Control Regional Specialist
Go Ahead Tours
Cambridge, MA USA

As a Quality Control Regional Specialist focused on both continuously improving the quality of the Go Ahead product as well as the customer experience, you’re a trailblazer in our mission to ensure our customers have a positive and memorable end-to-end customer journey. As a part of the Customer Experience team, you’re passionate about going the extra mile to continuously elevate standards of customer support. At Go Ahead, we’re dedicated to delivering the best possible customer experience to our travelers, and our Quality Control Regional Specialists are empowered to creatively solve customer concerns in order to drive customer satisfaction, repeat volume, and positive word-of-mouth. Quality Control Regional Specialists are also responsible for identifying areas of potential improvement by analyzing customer evaluation data in the region they are responsible for and then working cross-functionally to implement any identified changes.

The Quality Control team feels passionately about maintaining GAT’s high quality standards, creating a phenomenal end-to-end customer experience, and working with travelers to ensure they feel supported throughout and after their Go Ahead journey. If you have a proven track record of excellence in customer communication, have experience in a data-driven role, consider yourself passionate about analytics, thrive in a fast-paced, dynamic, and fun environment, and believe nothing is impossible to help a customer, we’d love to learn more about you.

Responsibilities:

• Identifying and implementing opportunities to enhance a customer’s experience after they return from tour
• Collaborating with Operations, Sales, Marketing, Service and other key stakeholders to communicate areas for potential improvement.
• Identifying which travelers or tours need post-tour follow-up, as well as assessing what kinds of follow-up have the highest impact on our business
• Taking incoming calls from returning travelers, as well as proactively reaching out to travelers who indicate they want follow-up from Go Ahead
• Using story-telling as a means to help bring the customer experience to life
• Determining when service recovery is helpful, and communicating service recovery decisions to travelers post-tour
• Being dedicated to improving expectation setting, pre- and on-tour quality, and NPS (Net Promoter Score) for Go Ahead.
• Serving as part of a continuous feedback loop with the other Customer Experience teams by funneling tour-specific information to the other regional teams and tracking relevant data and information where applicable
• Going the extra mile to ensure traveler satisfaction and furthering loyalty to Go Ahead Tours
• Reading, analyzing, and summarizing all post-tour traveler evaluations
• Researching and writing quarterly and annual quality reports

Qualifications:

• Ability to juggle multiple things at once, to prioritize tasks, and to work efficiently under pressure
• A passion for travel!
• Bachelor’s degree is required
• Experience managing delicate and complex situations and conversations
• 2+ years of prior customer-facing experience
• Experience using excel for analysis, and knowledge of PowerPoint, dashboard and Salesforce skills is helpful
• Exceptional written and verbal communication skills and demonstrates a high level of professionalism
• A keen attention to detail and strong organizational skills
• A love of data and reports and a passion for seeing trends/the big picture through data and analysis
• 2+ years of prior analytical experience

Go Ahead Tours offers international and domestic group tour opportunities for adults of all ages. Our fully escorted tours present the most beautiful, intriguing, and delightful places around the world, at just the right pace. Travelers choose from a variety of tour types, including food and wine tours, safaris, land and sea, and short city-stays. For more information, visit www.goaheadtours.com

Go Ahead Tours is a division of EF Education First, the world leader in international education. Founded in 1965, EF’s mission is to open the world through education. Today, we’re the world’s largest private education company—offering every imaginable way to learn a language, travel abroad, experience another culture, or even earn an academic degree. For more information, visit