Quality Assurance Analyst

Title: Quality Assurance Analyst

Location: Remote - USA

Job Description:

Join Our Journey at Engine

At Engine, we're revolutionizing work travel. Our modern travel platform isn't just about booking trips; it's about transforming how businesses and their teams experience travel. From seamless booking options with top airlines, hotels, and car rental providers to single-invoice billing and flexible trip modifications, we make travel not only easier to manage but also enjoyable. Backed by powerhouse investors like Telescope Partners, Blackstone, Elefund, and Permira, we're growing fast-and we want you to be part of it.

QA Analyst

Your Mission:

 

As part of the Engine team, you'll play a vital role in an environment where innovation meets collaboration. Here's what you'll take charge of:

 

• Elevating Customer Service Standards: Monitor and evaluate customer interactions across casework, phone, email, and chat using structured scorecards and technology-enabled insights to ensure adherence to service standards and drive continuous improvement.

• Driving Operational Excellence: Review cases and leverage AI-powered tools to identify emerging trends and quality opportunities, collaborating with agents and leadership to implement impactful enhancements to Member Support processes.

• Empowering Agent Performance: Offer tailored coaching, constructive feedback, and host office hours to guide and support agents, along with developing and delivering training sessions on QA processes and best practices.

• Strategic Collaboration & Analysis: Collaborate cross-functionally to ensure QA procedures remain up-to-date and aligned with evolving products and processes, while analyzing data and metrics to pinpoint additional opportunities for enhancing the Member Support process across internal and external teams.

What You'll Bring to Engine:

 

We're looking for someone who's ready to make an impact and grow alongside us:

 

• Experience: 1+ years of hands-on experience in a QA Analyst, Subject Matter Expert, or Senior Support Specialist role within a high-volume call center environment.
• Skills: You're a problem-solver with a strong understanding of support best practices and the ability to conduct high-level evaluations and assessments of customer interactions. You possess exceptional communication and interpersonal skills, maintaining an impartial and optimistic perspective when auditing agents' work. You can provide higher-level insights on continuous improvement opportunities, are proficient in handling both inbound and outbound calls/emails, and have excellent analytical and proactive problem-solving abilities.
• Tech-Savvy: Bonus points if you're fluent in Salesforce, Replicant, and Google Workspace including Sheets. Experience with public speaking and presenting, along with knowledge of the hospitality industry and working with external BPO partners, is a plus.
• Mindset: You're ready to roll up your sleeves, exhibit a results-oriented mindset, and work effectively both independently and as a collaborative team member, ensuring every interaction with Engine exceeds expectations.

 

Compensation
Our compensation packages are based on several factors, including your experience and expertise. In addition to a competitive base salary, total compensation may include equity and/or variable pay (OTE). Your recruiter will share your complete compensation package as you move through the process.

Base Pay Range

$55,000—$68,000 USD

The Engine Edge: Perks & Compensation
We believe in rewarding great work with great benefits:

• Compensation: Competitive base pay tied to role and experience, with opportunities for bonuses, commissions, and equity.
• Benefits: Check out our full list at engine.com/culture.
• Environments for Success: Different roles have different needs in terms of the environments that drive success which is why we have a hybrid-hub model. Whether you are in one of our amazing offices or fully remote, we'll make sure you have what you need to succeed.

Perks and benefits may vary based on employment type, location, and more.

Ready to Build the Future of Work Travel?
Join us on our mission to transform how work travel works-for businesses, for travelers, and for the industry. Apply now and let's make travel simpler, smarter, and more enjoyable-together.