Specialist - Customer Care Training & QA (Remote work available)

3 weeks ago

Denver, Colorado, United States Frontier Airlines Full time
Why Work for Frontier Airlines?

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it's our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need - saving them money along the way.

What We Stand For

Low Fares Done Right is our mission, and we strive to bring it to life every day. Our 'Done Right' promise means delivering not only affordable prices but making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - we're not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.

Work Perks

At Frontier, we like to think we're creating something very special for our team members. Work is why we're here, but the perks are nice too:
  • Flight benefits for you and your family when flying on Frontier Airlines.
  • Buddy passes for your friends so they can experience what makes us great.
  • Discounts throughout the travel industry on hotels, car rentals, cruises, and vacation packages.
  • Discounts on cell phone plans, movie tickets, restaurants, luggage, and over 2,000 other vendors.
  • Enjoy a 'Dress for your Day' business casual environment.
  • Flexible work schedules that support work/life balance.
  • Total Rewards program including a competitive base salary, short-term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time, and medical/dental/vision insurance that begins the 1st of the month following your hire date.
  • We play our part to make a difference. The HOPE League, Frontier Airlines' non-profit organization, is dedicated to providing employees with financial assistance during catastrophic hardship.
Who We Are

Frontier Airlines is a leading ultra-low-cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico, and Latin America. Frontier's highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline's many weight-saving initiatives and focus on operational efficiencies, makes Frontier America's Greenest Airline. * Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline's commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 500-plus daily flights, on average. The airline employs more than 7,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC).

* Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.

What Will You Be Doing?

The CC Training & QA Specialist is responsible for the development, creation, and implementation of the training, quality assurance as well as analytics on those items for the Customer Care (CC) department.

Essential Functions
  • Training (45%)
    • Develops, creates, updates, and maintains Customer Care Training across all lines of business
    • Generates, updates, and maintains articles for the internal knowledge base
    • Ability to learn and train all lines of business in Customer Care from training materials
    • Ensure all training is consistent with Frontier brand, policies and procedures
    • Ensure all training curricula are taught in a standardized and consistent manner
  • Identify future and current training needs based on Frontier Airlines' goals Quality Assurance (QA) (35%)
    • Continuous improvement of response quality, calibration, and standardization
    • Monitors and evaluates the training program's effectiveness and recommends changes
    • Evaluate and constructively critique QA strategies and techniques for all communication mediums
    • Lead QA calibration sessions with management to ensure consistent delivery of brand and compliance with all regulations
  • Analytics (15%)
    • Develops and implements procedural analytics to better the Customer Care department and company as a whole
    • Explores customer communication aggregated data to advocate for department/company change
  • Other (5%)
    • Responds to inquiries in peak periods
    • Assist Customer Care leadership based on a case-by-case basis
    Qualifications
    • Bachelor's degree required; a combination of education and a minimum of 2 years of training/QA work experience considered in lieu of degree
    • 2+ years of experience creating and implementing training in a corporate setting
    • Experience with providing or monitoring quality assurance
    • Experience in technical writing and manual publication including developing policies and procedures
    • Experience and proficiency in using Microsoft Office (Excel, Word, PowerPoint) professionally for training, QA, and data reporting
    • Experience in analyzing and reporting on customer communication data
    Knowledge, Skills, and Abilities
    • Proven ability in the development and implementation of training solutions
    • Competent in interpersonal communications, collaboration, critical-thinking and problem solving
    • A self-starter with excellent verbal and written communication skills
    • Good work ethic
    • Ability to work in a fast paced, "think on your feet" team environment
    • Ability to handle stressful environments
    • Proven troubleshooting skills
    • Attention to detail and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables
    • Possess strong communication ability with individuals at all levels of an organization; interact with other Frontier departments to effectively implement company initiatives
    Equipment Operated

    Standard office equipment, including PC, copier, fax machine, printer

    Work Environment

    Typical office environment, adequately heated and cooled

    Physical Effort

    Handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently requires light physical effort.

    Supervision Received

    General Supervision: The incumbent performs a variety of routine work within established policies and procedures and receives detailed instructions on new projects and assignments.

    Positions Supervised
    • None
    Salary Range ($46,715.00 - $62,006.00) Please note: this posting will close on or before 3/20/25

    Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.

    Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

    Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.

    Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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