Quality Assurance Coordinator

We Put the World on Vacation

PRINCIPAL RESPONSIBILITIES (Include but not limited to:):

• Regularly monitor a variety of APAC calls to ascertain the quality of service being offered by Consultants to APAC Clubs owners & members; to ensure consultants are complying with department service standards.
• Provide feedback to Consultants and also Team Leaders and Supervisors in relation to consultants’ service ability, and make recommendations for coaching and training requirements.
• Assist with managing day to day troubleshooting of Recording/QA System – Open IQ & Unified Recording.
• Use the assurance monitoring process to identify areas for business process optimization and training gaps, then work with training and project teams to implement improvements and deliver training.
• Assist in building a cross-department team to address call centre and business process opportunities identified during the call monitoring process.
• Assist in building consistent quality assurance program across all departments while continuing to strengthen QA strategy.
• When required, support the Operations team by completing operational tasks including, but not limited to assisting workforce management, reporting and communication.
• Support the APAC Services teams by taking customer calls to assist with call queues and volume.
• Maintain service quality by ensuring all policies and procedures for APAC Clubs are current and being adhered to.
• Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be affected by your conduct in the workplace
• Display a Lead with Your Heart Service to all internal and external parties
• Display innovation through inspiring, creating and improving processes and products.
• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
• Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.
• Complete all administration duties within the required time frame including reporting.
• Other duties as assigned by APAC Leadership team.

KEY POSITION CRITERIA:

• In-depth knowledge of APAC Clubs systems, processes, guidelines & policies.
• Ability to work independently, take direction and work effectively as part of the team.
• Proven interpersonal skills.
• Evidence of high-level professional communication in all aspects.
• Strong customer service background with ability to focus on and deliver high standard of customer service.
• Ability to work accurately and quick to meet deadlines.
• Proven experience in the development of new initiatives and projects.
• Display a positive, professional manner with ability to represent the department at internal meetings and dealing with key relationships from all levels within the organization.
• Intermediate to advanced knowledge of Microsoft Office programs, including, Excel, Word, Powerpoint & Outlook.
• Demonstrate ability to work as a team player.
• Demonstrate excellent organization and communication skills.
• Able to demonstrate flexibly from workloads, tasks and adhocs.
• Experience in coaching and mentoring would be highly regarded.
• Strong verbal communication skills, including ability to communicate in a professional and courteous manner.
• Illustrated experience in handling difficult customer complaints, monitoring customer service standards and implementing coaching to improve servicing standards.
• Demonstrated experience in the accommodation or travel industry with working knowledge one or more of the following systems would be highly regarded – IRIS, Merlin, CSS, Salesforce, Customer Hub.
• Flexibility to work evenings and weekends as required.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.