Api Quality Assurance Team Lead - Toronto, Canada - Goway Travel Limited

Goway Travel Limited

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

JOB RESPONSIBILITIES

Manage the day-to-day planning, operation and problem-solving for API's to meet with the required service level agreements, standards and targets
Provide updates to the Operations Manager on status of Cases and volume/staffing required
Review and Assist with all SalesForce Cases relating to your area and action within SLA's
Liaise with Operations Manager to set KPIs and for any procedural Concerns and critical issues
Work with Bug and Training Helpdesk Team to ensure API issues are fixed and agents assisted
Offer creative solutions and suggestions for streamlining case processing to the Operations Manager
Setup Lookups in iVector for API's to allow Mapping to take place
Responsible for helping develop and test new API's
Must be able to link API products as needed
Review API Sales and inventory through MI Reports
Report and perform tests to all Ivector environments when the system experiences bugs or errors
Conduct troubleshooting for any system/technical issues
Establish communication and coordination with co-team leads concerning updates within the team
Communication through multimedia - telephone, video conferencing
Write up and enter Knowledge Base articles into Salesforce for Frequently asked questions to be referenced by Travel Agents and loaders
Manage Third Party Queues in Queue Management for any third party related issues or booking failures
Ensure that bookings are matched between API, Travelbox and iVector
Create process workflow for API failure in iVector
Maintain User Manuals and LMS for Travel Agents and Loaders

KNOWLEDGE, SKILLS & ABILITIES

A team player
Strong organizational and problemsolving skills
Good interpersonal skills
Strong leadership and decisionmaking skills
Flexible and with the ability to multitask
Ability to plan and deliver Coaching to staff at all levels
Ability to plan and work to deadlines
Excellent Math
Excellent verbal & written English communication skills
Highly detail oriented with an ability to concentrate for an extended period of time
Ability to identifying and solve a problem or issue
Excellent investigative skills for database/API issues in an electronic format
Excellent computer skills including proficiency in Microsoft Suite
Previous experience with interpreting and loading contracts into a database is beneficial
Previous knowledge of land contracts and destinations that Goway sells is beneficial
Previous knowledge of the iVector system is beneficial
Excellent investigative skills for database/contract issues in an electronic format