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
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 PricelinePriceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.
To be the best travel dealmakers in the world, we believe our team should reflect the broad range of customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.
Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love for you to join us and help shape what makes our team extraordinary.
Applying for this position
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Priceline Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Priceline and has not been reviewed or approved by Priceline.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, including medical, dental, and vision offerings alongside an EAP. Fitness reimbursement is also described as part of the standard health-and-wellness set.
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Leave & Time Off Breadth — Time away is framed as well-supported through paid time off, company holidays, and paid volunteer days. These elements collectively broaden the non-cash value of the package for many employees.
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Fair & Transparent Compensation — Pay is characterized as fair-to-decent in parts of the organization, with certain technical roles described as competitive. Total rewards can feel more acceptable when benefits and travel-related perks are factored in.
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What We Do
At Priceline, part of Booking Holdings, Inc. [NASDAQ: BKNG], we believe every trip is a big deal to our customers. Whether it’s a much-needed getaway, wedding, reunion, graduation, or rooting on a favorite team—those are the moments that nobody should miss out on. Our mission? Be the best travel dealmakers in the world. We provide our customers with smart and easy ways to access the very best deals available on hotel rooms, flights, rental cars, vacation packages and cruises, so they can be there for the moments that matter the most to them. We do that by welcoming people who are at the top of their game, who want to learn and grow with others and who take their work seriously (but not themselves). We’re building a diverse and uniquely talented team to make sure our customers can be there for all those {big deal} moments. Come join us!
