Specialist, CEL Quality Assurance

Position Summary

Working within a team of multi skilled specialists, the Quality Assurance Specialist has responsibility for running the Quality Assurance process and measures. The primary focus of the role is to ensure that our teams are delivering a premium service to our Celebrity guests and to ensure that we are retaining our high value guests, through every call, email and guest interaction. Working in partnership with the GTS departmental managers to ensure that all team members are focused on achieving their personal and team objectives

Essential Duties And Responsibilities

• Working within the quality framework, ensure that all team members are delivering a personalised and premium level of customer service for every Celebrity guest contact, including all phone and off phone contact
• Working within the quality framework, ensure that all team members are being accountable for taking full ownership of guest issues, ‘I can solve this for you.’
• To monitor, evaluate and feedback a set minimum number of telephone/written contacts per employee per month, and record on Witness recording system.
• To proactively identify service failures and feedback to agent and Manager.
• Utilising information to identify training needs for agents and ensuring anomalies are rectified.
• Score knowledge, quality and skills using the Quality Assurance Guide.
• Provide scores of Accuracy, Skills and Goals of the Quality Assurance Accuracy Evaluation to the agent, Supervisor(s) or Manager(s) of the employee that was monitored.
• To communicate the contact centre agent’s opportunities for improvement and areas of excellence to the agent and Manager.
• Measure trends and training needs as related to accuracy and report to the Team Manager.
• Provide weekly, monthly and yearly statistical reports on trends to the Manager
• Call of the month – identify, shortlist and select finalists for the Call of the Month programme.
• To act as a Witness coordinator, assisting in locating of calls, providing user training and being the liaison point of contact for any issues identified.
• Attend regular training to become brand, product & process experts within the Company
• Be fully confident in using all of the tools that relate to the role; GUI, Witness, WFM
• Provide accurate and timely information utilising Company resources
• Participate in departmental projects and tasks as required
  
  

Qualifications, Knowledge, And Skills

• Excellent interpersonal and communication skills and experience of providing feedback
• Strong team player, but ability to work on own tasks essential.
• Must have very good standard of written English.
• Good attention to detail and excellent customer service skills.
• Must have ability to work under pressure.
• Must be able to troubleshoot problems and follow through queries to conclusion.
• Ability to multi-task whilst adhering to deadlines.
• An understanding of the Guest and Trade Services operation is essential.
• Working on a shift pattern, weekends will be worked on a regular basis
• Experience of coaching and development of others is essential
• Good team player and able to handle sensitive information
• Experience and knowledge of working with and coaching others to work towards improving Sales targets
• An excellent awareness of managing and lowering of Call Handling times.
• Excellent communication both written and verbal
• Enhanced listening skills
• Good analytical and report writing skills
• Strong negotiating skills and attention to detail
• Self-disciplined with the ability to establish priorities
• Works well under pressure and to tight deadlines
• Ability to adapt quickly and manage own workload
• Clear ability to work alone as well as part of a team
• A working knowledge of Excel, Word and PowerPoint
• In-depth knowledge of the GUI Individual reservation system is essential
• Knowledge of AS400, Amadeus, Siebel, Witness, Avaya, Choice Air and Travel Box is advantageous