Spec, CC Quality Assurance

Job Description

Spec, CC Quality Assurance (PHP339)

Position Summary

The Quality Assurance organization leverages its people, processes and technology to drive customer satisfaction and loyalty for all Royal Caribbean Group brands by improving the customer and agent experience. The Quality Assurance program sets the standards for the global Trade Support & Service and Consumer Outreach contact centers and clearly proves its value to the overall business. The Quality Assurance Specialist assesses the quality of interactions from all channels for all Trade Support & Service and Consumer Outreach contact centers against established business standards. The Quality Assurance Specialist will help guide and develop agents to enhance their strengths and improve business and Quality Assurance performance metrics. The Quality Assurance Specialist proactively identifies trends and shares recommendations with department leaders and trainers to drive agents’ ability to maximize their performance and interaction with our guests and customers.

Essential Duties And Responsibilities

• Execute contact center evaluations across multiple skills providing an accurate assessment of performance and detailed comparison of customer survey results versus quality assurance standards.
• Evaluate, interpret, and report on the results of speech analytics including recommendations for business rule changes, efficiency opportunities and sales effectiveness. Produce trending data, analysis and actionable expectations recommendations to leadership team from evaluated interactions.
• Participate in the creation, administration, auditing and refinement of channel monitoring formats and quality protocols and standards.
• Recommend to business leaders changes and/or improvements to business units’ evaluation strategy to be aligned with company and customer expectations (Business to Customer, Business to Business).
• Ensure that all Quality Assurance resources and assessments remain compliant by business units and roles, up to and including coordinating and facilitating calibration sessions for contact center staff encompassing all channels.
• Execute side by side coaching and root cause analysis for business improvement for all business units and channels.
• Manage and maintain an informative relationship between the Quality Assurance Department, line supervisors and contact center agents by being available to assist in huddles, team meetings and training sessions.
• Act as a resource for the training organization with the deployment of system enhancements, new hire and progressive training. Provide full producing support for the training facilitator, the participants, and administer the training delivery platform throughout the training sessions.
• Act as a performance coach to develop new hire agents by providing support and guidance during their transition to the business, as well as support tenured agents with targeted coaching to address performance gaps.
• Calibrate with business leaders to conduct Quality Assurance audits on evaluations submitted by supervisors, realign Trade Support & Service contact center evaluation expectations and disseminate the outcome with all involved stakeholders.
• Conduct focus groups with contact center staff and provides feedback on their overall Quality Assurance performance by reviewing recorded interactions.
• The Quality Assurance Specialist must be able to perform the job duties for all evaluated functions.
• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
  
  

Financial Responsibilities

• Perform evaluations for contact center agents who generate combined revenue in excess of 1 billion dollars per year.
• Conduct evaluations which impact agents’ performance incentive
  
  

Qualifications

• Undergraduate degree in Business Administration or relevant experience.
• Contact center experience preferred
• 12+ months experience in any Royal Caribbean Cruises Ltd. Contact Center preferred.
  
  

Knowledge And Skills

• Expert knowledge of all department policies and procedures within Royal Caribbean Cruises Ltd. Expertise in AS400, LegaSuite, Siebel, ASR, Group Insite, Impact 360 and speech / text analytics software. A minimum of 12 months experience is expected.
• Strong assessment and analytical skills with the ability to convert research data into easy to understand documents
• Engaged professional, certified subject matter expert for assigned business units
• Excellent computer skills, including Microsoft Suite, with an emphasis on Excel, Word and PowerPoint.
• Excellent oral, written and interpersonal communication skills
• Ability to work well in a team environment and independently.
• Must be highly-motivated, self-starter who will initiate and drive the entire process
• Must feel comfortable delivering feedback and coaching employees on best practices
• Accepts accountability and manages execution of individual, and project team results
• Sound judgment and decision-making skills
  
  

Physical Demands

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job