Quality Assurance Executive
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Key skills for this role
About the Role
JW Marriott seeks a Quality Assurance Executive to monitor and critique Customer Care Contact Center associates, ensuring consistent quality assurance processes. The role involves delivering training, monitoring analyst work, and serving as a subject matter expert.
Key Skills for This Role
Responsibilities
- Conduct quality assurance monitoring each period by closely monitoring and critiquing Customer Care Contact Center associates
- Provide consistency of quality assurance process through consultation with analysts and department leadership
- Recognize customer needs quickly to determine if Customer Care associates respond to guest needs in an accurate, courteous, and professional manner
- Deliver and implement department training and quality assurance initiatives, based upon the direction of management
- Monitor the progress of Quality Assurance Analyst work on both a regular basis and as needed during initiatives
- Serve as subject matter expert and participate in the development of associate training and review material for systems, service skills, and department procedures
- Report accidents, injuries, and unsafe work conditions to manager
- Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs
Requirements
- High school diploma or G.E.D. equivalent
- At least 6 months related work experience
- At least 1 year of supervisory experience
- Ability to stand, sit, or walk for an extended period of time or for an entire work shift
- Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
Full Job Posting
Position Summary
- Conduct quality assurance monitoring each period by closely monitoring and critiquing Customer Care Contact Center associates.
- Provide consistency of quality assurance process through consultation with analysts and department leadership.
- Recognize customer needs quickly to determine if Customer Care associates respond to guest needs in an accurate, courteous, and professional manner.
- Deliver and implement department training and quality assurance initiatives, based upon the direction of management.
- Monitor the progress of Quality Assurance Analyst work on both a regular basis and as needed during initiatives.
- Serve as subject matter expert and participate in the development of associate training and review material for systems, service skills, and department procedures.
Responsibilities
- Conduct quality assurance monitoring each period by closely monitoring and critiquing Customer Care Contact Center associates.
- Provide consistency of quality assurance process through consultation with analysts and department leadership.
- Recognize customer needs quickly to determine if Customer Care associates respond to guest needs in an accurate, courteous, and professional manner.
- Deliver and implement department training and quality assurance initiatives, based upon the direction of management.
- Monitor the progress of Quality Assurance Analyst work on both a regular basis and as needed during initiatives.
- Serve as subject matter expert and participate in the development of associate training and review material for systems, service skills, and department procedures.
- Report accidents, injuries, and unsafe work conditions to manager.
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
- Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs.
- Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others, and support team to reach common goals.
- Comply with quality assurance expectations and standards.
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: At least 6 months related experience.
- License or Certification: None
Required Qualifications
- Supervisory Experience: At least 1 year of supervisory experience required.
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