First seen by our source: just now
Quality Assurance and Customer Experience Spe
@ TRAXX Coachlines Ltd
Airdrie, AB · Edmonton, AB · Burnaby, BC · Kamloops, BC
Requirements summary:
- Quality Assurance and Customer Experience Specialist
- Help deliver a seamless customer experience—from the first quote to the final trip.
- As our Quality Assurance and Customer Experience Specialist, you’ll work closely with sales and operations to ensure every trip is quoted, booked and delivered accurately and to our…
- Hold bookings that do not meet these requirements until outstanding issues are resolved.
- Customer Experience and Escalations
- Knowledge and Experience
Source and dates
Employer career site / ATS feed · adp
- Employer posting date
- Not provided
- First seen by our source
- 2026-11-10
- Source record updated
- 2026-11-10
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
TRAXX Coachlines Ltd
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Since 1932, customers have been travelling the TRAXX of excellence. Come discover the difference with us!
Full company description
TRAXX is composed of a management group which has extensive experience in air, ground, marine, and accommodation logistics. Our core team has worked for major oil & gas and transportation companies delivering on significant projects. Therefore, TRAXX is capable of mass mobilizations. We are also known as a premium operator in the tourism and sports industry; therefore, we are a preferred carrier for many, major sports teams, and iconic tour companies. TRAXX is held by the private equity firm The Monarch Corporation located in Medicine Hat, Alberta. We proudly operate a large fleet of commercial vehicles ranging from premium motorcoaches (available configurations 56, 52, & 38 passengers), mini coaches (available configurations 21 & 24 passenger), shuttles, and vans. We also work with our contractual customers to procure any type of commercial passenger vehicle that is optimal for their contract. Our fleet is Electronic Logging Device (ELD) complaint. We have facility locations in Edmonton, Airdrie (Calgary), Medicine Hat, Lethbridge, Kelowna, Kamloops, Delta (Vancouver), Williams Lake, Quesnel and presence in Penticton, Vernon, and Seattle. We are experts in operating away from base, with experience in multi-month missions throughout North America. Get on TRAXX.
- LinkedIn followers
- 669
- People associated on LinkedIn
- 72
- Reported office locations
- 10235 180 St NW, Edmonton, Alberta T5S 1C1, CA
- 8730 River Rd, Delta, British Columbia V4G 1B5, CA
- Business categories
- Fleet Management
- Logistics
- Transportation
- Rental
- Other recorded names
- TRAXX Coachlines Ltd
- TRAXX Coachlines
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
TRAXX is composed of a management group which has extensive experience in air, ground, marine, and accommodation logistics. Our core team has worked for major oil & gas and transportation companies delivering on significant projects. Therefore, TRAXX is capable of mass mobilizations. We are also known as a premium operator in the tourism and sports industry; therefore, we are a preferred carrier for many, major…
| Field | Value |
|---|---|
| Industry | Transportation Programs |
| Company size | 501-1,000 employees |
| Headquarters | Edmonton, Alberta |
| Organization type | Privately Held |
| Year founded | 1932 |
| Open jobs on Jobsy | 9 |
| View page |
Quality Assurance and Customer Experience Specialist
Internal Job Posting | Open to Current Employees Only
Help deliver a seamless customer experience—from the first quote to the final trip. As our Quality Assurance and Customer Experience Specialist, you’ll work closely with sales and operations to ensure every trip is quoted, booked and delivered accurately and to our service standards. You’ll audit bookings before handoff, resolve the root causes of recurring errors, and build practical checklists, training and processes that prevent them. You’ll also help resolve complaints and service issues, confirm customer expectations are clearly communicated, and address concerns before they affect the customer. Your focus: fewer errors, faster turnaround, and stronger customer satisfaction and retention.
Key Responsibilities
Quality Assurance and Auditing
- Build and maintain quality assurance (QA) checklists and standards for the handoff from sales to operations.
- Verify every booking is ready for dispatch before handover: confirm the contract is signed, payment terms are met, pricing is correct, the charter is serviceable, and the final itinerary is confirmed with the customer. Hold bookings that do not meet these requirements until outstanding issues are resolved.
- Track recurring errors and rework, address the underlying processes—not just individual bookings—and report monthly on error rates, turnaround times and customer-impacting issues.
- Translate operational constraints into clear guidance that helps sales quote accurately.
Customer Experience and Escalations
- Help manage customer complaints and escalations from intake to resolution. Investigate with sales and operations, communicate a clear resolution, and document the root cause and outcome to prevent recurrence.
- Follow the defined escalation path, involving management for serious service failures and safety concerns. Apply credits, refunds and goodwill gestures consistently within approved guidelines.
- Follow up with customers after key trips to confirm satisfaction and support repeat business.
Training and Coaching
- Provide one-on-one coaching when quality issues arise, helping team members improve accuracy and service delivery.
- Support new sales team members as they learn our systems, processes and service standards.
- Create practical training materials, including short guides, standard operating procedures (SOPs) and recorded walkthroughs. Deliver refresher training when processes change or QA data reveals a gap.
Qualifications
Knowledge and Experience
- At least three years of experience in charter, motorcoach or travel operations, ideally in quality assurance or customer service.
- Knowledge of motorcoach operations, including driver hours of service, charter contracts and payment terms, and cross-border travel between Canada and the U.S.
- Experience with quality auditing, process improvement, and resolving customer complaints or escalations.
- Hands-on experience with Coach Manager or a similar booking and dispatch platform, including training others and creating SOPs.
Skills and Abilities
- Strong attention to detail and the judgment to recognize which details matter most.
- Clear communication skills and the ability to de-escalate customer complaints calmly.
- Proficiency in Excel and basic QA reporting.
- Confidence to challenge the status quo and coach peers constructively.
Journal
Only you can see this. Kept on this device, and in your account when you sign in.