Quality Assurance Analyst

Job description

Position Summary

The Quality Assurance Analyst (QA) is responsible for assessing and reporting the performance of our customer-facing colleagues using pre-determined Interaction Standards. The QA will evaluate voice, email and chat interactions to assess colleagues’ behavior, accuracy, service attitude and will assist in developing and implementing quality processes and procedures, as well as making recommendation for enhancements to training to improve the overall Hyatt service experience. The QA plays an impactful role in improvement and achievement of mission critical KPIs of our GPGS, including sales capabilities, service delivery and guest experience.

Position Responsibilities

· Evaluate voice, email, and chat interactions of frontline colleagues according to established standards. Provide meaningful and constructive feedbacks on these evaluation. Identify potential customer interaction issues and highlight areas of risks to our business.
· Facilitate regular calibration meetings to discuss and explain feedback. Collaborate with Operations leaders to identify procedures or processes roadblocks that prevent our colleagues from delivering seamless experience for our guests and customers. Highlight areas of risks to our business and use these internal evaluations sessions to maintain consistency.
· Help colleagues improve their performance with specific feedback and support. Partner with Training team to help map learning gaps and needs.
· Provide coaching feedback to Team Managers, enabling them to provide timely coaching to colleagues. Flag any evaluation that requires immediate attention.
· Maintain acceptable level of productivity in number of evaluations completed monthly.
· Support creation of reports that reflect KPI performance on individual and team levels. Monitor trends on performance.
· Support post new hire training with nesting or mock calls to improve on their readiness.
· Demonstrate a commitment to Hyatt core values.
· The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Desired profile

Qualifications :

Qualifications

·  2-3 years’ experience in frontline role customer service role with strong knowledge and understanding of Hyatt reservation processes and procedures.
·  1-2 years of experience in quality assurance role in contact centers.
·  Bachelor’s Degree Statistics, Business, or other related field preferred.
·  Good Excel, Word and PowerPoint skills required.
·  Good written and oral communication skills, specific to customer facing interactions. Preferably bi-lingual. Writes clearly and concisely, presents information clearly and with confidence.
·  A self-motivated, proactive individual and good team player.
·  Proven ability to communicate effectively with multiple management units, adept at building relationships to negotiate, manage conflict and influence change. A good listener and being open and honest to seek common ground.
·  Proven ability to coach and mentor individuals.
·  Ability to develop creative solutions and innovative ideas that can positively impact overall performance. Seek root cause of problems.
·  Audit facts from personal biases. Attention to details and accuracy.