Quality Assurance Specialist (Contact Center)

Job Summary

As part of Global Reservation Services, the Quality Assurance Specialist will continuously audit and monitor the Reservations Team to ensure the highest level of customer delivery in our contact centers.

Essential Functions

• Conduct daily interaction audits of the reservation team to ensure compliance with company goals and The Ritz-Carlton Gold Standards.
• Communicate results and feedback from Quality Call Assessments and detail areas to develop for US and EU offices.
• Ensure the quality audit matrix is updated and records are kept accurate.
• Complete Quality Action Plans when required.
• Develop policies and procedures for the department and standard operating procedures.
• Demonstrate the ability to answer detailed questions regarding the product and systems.
• Maintain courteous & professional telephone etiquette at all times.
• Develop and maintain positive working relationships with all departments.

Competencies & Education

• Minimum 2-year college degree or 3 years of experience equivalent.

Skills & Experience

• Minimum 2 years of Customer Service and Sales experience required, ideally from a Quality background.
• Possess excellent written & verbal communication skills with the ability to convey information in a clear, concise manner.
• Attention to detail with an analytical approach.
• Strong organizational skills essential for multitasking.
• Ability to learn and utilize the reservation system.
• Must commit to delivering a high level of customer service.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, OneNote, and Outlook).
• Able to learn and understand policies & procedures for reservations & groups to efficiently handle both areas.
• Demonstrate the service values of The Ritz-Carlton at all times.

Expected Hours of Work

Full-time (40-hour work week) with occasional Saturdays. International travel may be required.

Benefits

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.