American Airlines · 22 hours ago
Analyst/Sr Analyst, Contact Center - Quality Strategy
Fort Worth, TX
Full-time
Onsite
Mid, Senior Level
3+ years expAmerican Airlines is a leading airline company that provides opportunities for personal and professional growth. The Analyst/Sr Analyst in Contact Center - Quality Strategy will identify opportunities to enhance operations and customer experience by leveraging technology while coordinating with various departments and managing project phases.
AerospaceAutomotiveTransportationTravel
Responsibilities
Coordinates with various business departments to receive and validate key model assumptions; defend and justify assumptions to assist in moving project from planning to approval
Prepares and presents business justification for senior management and board of directors explaining project expenses and associated value
Organizes and coordinates with vendor and internal constituencies for visits to locations for discovery sessions
Partners with IT and the business to communicate needs, business goals and requirements, and timelines to drive projects to completion
Provides direction to Reservations operational managers and directors to discuss impact to the operation and help to plan change management strategy accordingly
Conducts statistical and trend analyses to quantitatively measure the effects of each project on Reservations call metrics and business P&L
Conducts project meetings; complete project tracking/ analysis reports; report to management and business owners regarding project progress, issues, and risks
Assists with oversight of vendors, as required; track and review vendor deliverables
Identifies barriers/ solutions requiring management intervention
Monitors industry technology developments
Qualification
Required
Bachelor's Degree in a related field or equivalent experience/training
3 years work experience
Demonstrated strong analytical skills, with at least 2 years' work experience in an analytical role
Advanced modeling skills, including the ability to logically structure analytical framework
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Access, etc
Strong analytical, quantitative knowledge
Ability to deliver accurate work in a multiple deadline environment
Ability to be adaptable and flexible in the use of analytical approaches
Ability to be logical and pro-active approach to problem solving
Preferred
Advanced degree
Reservations experience with knowledge of AACoRN & WebRef
Experience with driving revenue through sales initiatives and behaviors
Ability to evaluate and re-design business processes
Highly organized
Experience in preparing summary presentations for Sr. Management
Benefits
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Company
American Airlines
American Airlines is an airline company that operates a diverse fleet of aircraft, including narrow-body and wide-body jets. It is a sub-organization of American Airlines.
10001+ employees
H1B Sponsorship
American Airlines has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (359)
2024 (270)
2023 (253)
2022 (260)
2021 (342)
2020 (263)
Funding
Current Stage
Public CompanyTotal Funding
$1B2023-11-17Post Ipo Debt· $250M
2023-02-08Post Ipo Debt· $750M
2015-01-01Post Ipo Equity
Leadership Team
Doug Parker
Chairman and former CEO at American Airlines
David Seymour
Chief Operating Officer
Recent News
legacy.thefly.com
2026-01-22
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-22
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