Quality Assurance Specialist

2 weeks ago

Atlanta, Georgia, United States AEG Full time
About the Role

We are seeking a highly skilled Quality Assurance Analyst to join our Guest Services team. As a Quality Assurance Analyst, you will play a critical role in ensuring our team consistently exceeds customer expectations.

Key Responsibilities
  • Develop and Implement Quality Metrics: Create and maintain quality assurance performance metrics to drive actionable improvements in our Guest Services team.
  • Coach for Success: Provide constructive feedback to agents, helping them identify areas for growth and excellence.
  • Enhance Training: Offer insights on service delivery processes, contributing to the ongoing development and training of guest services agents.
  • Monitor Performance: Conduct live and recorded quality assurance sessions for both trainees and seasoned representatives, ensuring every interaction aligns with our high standards.
  • Foster Engagement: Contribute to creating an engaging, motivating work environment where representatives are empowered to excel.
  • Cultural Immersion: Help representatives embrace the spirit of our brand by developing quality standards and customer contact guidelines that reflect our values.
  • Collaborative Assessment: Work alongside leadership to evaluate performance and ensure alignment with our service quality goals.
  • Personalized Development: Partner with leadership to craft individualized development plans that leverage strengths and address areas for improvement based on performance metrics.
  • Sales Support: Assess upsell and cross-sell strategies, helping representatives achieve their revenue targets while maintaining service excellence.
  • Concierge Excellence: Evaluate the ability of representatives to deliver white glove concierge service to high-value customers, ensuring every detail is perfect.
  • Peak Season Support: Step in to handle customer contacts during busy periods, ensuring service remains top-notch even in high-pressure situations.
  • Tech-Savvy: Utilize monitoring systems and technology tools to track and improve performance across email and phone channels.
  • Training Contribution: Assist with training initiatives as needed, sharing your expertise to elevate the entire team.
  • Knowledge Management: Help maintain and update our knowledge database, ensuring accurate and accessible information for all.
  • Flexibility: Be ready to work weekends and extended hours during peak seasons, showing your dedication to our customers and team.
Qualifications
  • Education: Associate's degree or higher preferred.
  • Experience: 1-3 years in a contact center quality assurance role, preferably in hospitality, travel, or entertainment, with a focus on coaching and development.
  • Customer Service Experience: At least 2 years of frontline customer service experience.
  • Organizational Skills: Strong organizational skills with a proven ability to manage multiple tasks in a fast-paced environment.
  • Communication Excellence: Exceptional interpersonal skills with a collaborative style, and the ability to communicate effectively with agents and leadership.
  • Writing Proficiency: Ability to write clearly, concisely, and persuasively across various formats, with a strong command of grammar and attention to detail.
  • Proven Quality Assurance Record: Demonstrated success in quality assurance within a contact center environment.
  • Self-Development: A commitment to continuous personal and professional growth, always striving for excellence.
Preferred Skills and Experience
  • Relevant Education: An associate's degree in hospitality, sports management, business, or a related field.
  • Industry Knowledge: Familiarity with event operations, travel, and hospitality.
  • Customer Empathy: A deep understanding of and sensitivity to customer needs.
Core Values
  • Exceed all service expectations with our customers, our partners, and each other.
  • Create value by enriching people's lives.
  • Do the right thing and bring others along with us - always.
  • Propel the power of diversity, in thought, team, and experience.
  • Partner to generate win-win solutions.
  • Ignite and empower our team's entrepreneurial spirit.
  • Exude respect and gratitude - treat others as you would want to be treated.

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