Quality Assurance Analyst

This role is eligible for our hybrid work model: 2 days in-office

QA Analyst, Automation & Insights

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner contact centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Why this job’s a big deal:

At Priceline, we believe every interaction shapes the customer journey—and automation is the key to scaling exceptional quality at speed. As a QA Analyst, you’ll be instrumental in tuning and evolving our intelligent quality systems across global BPO partners and channels. You'll ensure our automated audits surface what matters most, and our human-led insights drive behaviors that build customer trust.

You’ll join a high-impact team shaping the future of how Priceline delivers service—with the support of AI, and the nuance of expert judgment.

 In this role you will get to:

• Support and fine-tune automated quality audits across multiple channels (chat, email, messaging, voice, social)

• Leverage tools like AmplifAI and AWS Connect to analyze QA signals, coach automation accuracy, and drive continuous optimization

• Partner with commercial and product teams to identify data gaps and refine AI-based scoring models

• Conduct calibration sessions and variance analysis to ensure alignment across global vendor QA teams

• Analyze QA, CSAT, and agent performance trends to uncover coaching, training, or process opportunities

• Drive root cause analysis for quality variances, escalations, and service failures

• Build and maintain scalable scorecards, policy references, and QA documentation

• Collaborate with Ops, L&D, and WFM to translate quality insights into team-level performance gains

• Own elements of the QA dispute and escalation process, ensuring fairness, transparency, and compliance

Who you are:

• Associate's Degree preferred, Degree or diploma in Business, Analytics, Communications, or related field preferred 

• 3+ years in a Quality Assurance role within a contact center environment (multi-channel strongly preferred)

• 1+ years of experience working directly with or within BPO operations

• Experience tuning or working with QA platforms (Verint, NiCE, Sage, Qualtrics, Call Miner, Amazon Connect), AI-based platform preferred (e.g., AmplifAI, Edgetier, Scorebuddy, Observe.AI)

• Strong data analysis skills; comfortable working in dashboards (Tableau, Google Sheets) and interpreting trends

• Knowledge of call auditing principles, customer experience drivers, and performance management frameworks

• High attention to detail with the ability to balance scale, fairness, and business outcomes

• Experience leading or participating in calibration, root cause analysis, and continuous improvement projects

• Ability to work independently in a fast-paced, data-driven environment

• Exceptional written and verbal communication skills

• Six Sigma or Quality Management certifications a plus

Who we are

Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers. 

Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.  

We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.

Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable. 

If you want to be part of something truly special, check us out! 

Flexible work at Priceline

Applying for this position

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