§ Work closely with supervisors and trainers to coordinate calibration sessions.
§ Provide weekly and monthly reporting on quality of calls for agent scorecards.
§ Provide monthly update on team performance, identify areas of opportunity and success stories to be shared across all levels
§ Organize coaching, mentoring and training sessions for agents on Club Med products, phone skills, sale & customer service skills, call center metrics and quality.
§ Ability to communicate across all levels of management in Tempe/Montreal/ Miami.
§ Create, develop and keep updated the quality standards utilizing Trusted Advisor® concepts and practices
§ Facilitate Trusted Advisor® trainings Collect, analyze and report data.
§ Identify trends via analysis and collaborate with training department to identify and develop training needs.
§ Identify trends via analysis and collaborate with Management to identify and report customer behavior related to marketing initiatives, tactical promotions and overall product and price mix.
§ Maintain and develop call monitoring sheets and instruments necessary to complete assigned tasks.
§ Maintain and develop quality monitoring database.
§ Ability to learn new software programs that may be needed and purchased to assist in QA roles.
§ Create standardized and ad-hoc reports from call monitoring data in NICE™, Excel or from new software as it becomes available.
§ Support company objectives by developing and improving processes to increase sales and service performance
§ Uphold Club Med policies and procedures
§ Provide sampling of calls to Management as directed.
§ Assist in training classes, when needed and as appropriate.
§ Respond to special projects as assigned.
§ Act courteously and respectfully to all GMs, travel agents and co-workers.
§ Ability to keep the team enthusiastic and motivated to help maintain and improve team’s performance
§ Engage agents to meet and/or exceed their performance expectation through product and service training refreshers in collaboration with the supervisors
§ Support inbound call volume based on business need
§ Support outside partnership QA team