Job description

The Manager of Quality Assurance & Training will support a world-class guest service experience by setting and managing a comprehensive quality assurance strategy for the OEG Call Center. This strategy will ensure quality standards and performance expectations are understood and achieved while serving business interests. By working directly with OEG Call Center leadership, this will be accomplished through monitoring telephone calls/online chats, assessing agent performance, identifying trends, and designing tools and training to address process improvement opportunities. This position will strive for a continuously improving environment that enhances guest satisfaction, increases revenue generation, and maximizes productivity.

• Collect and analyze qualitative and quantitative data to support defined quality standards and identify additional performance metrics to improve guest experience and agent productivity. Set and monitor metrics across each agent-to-guest interaction channel, i.e. telephone and online chat/email, etc.
• Design and develop a quality assurance evaluation program to align with performance measures for both individual and group productivity and sales goals.
• Utilize quality assurance evaluation process to assess agent-to-guest interactions, measure performance, and identify key behaviors that drive sales and productivity while improving guest experience. Monitor inbound and/or outbound telephone calls and online chat/email quality to evaluate and score interactions.
• Identify trends highlighting skills gaps and opportunities for process improvements and training--review month-over-month agent performance metrics to identify top opportunities at the agent and organizational levels. Make informed recommendations to bridge gaps and improve processes to address those trends.
• Document quality issues and performance measures for management review. Provide information to assist in the feedback and training process of agents.
• Develop coaching and performance management strategies to improve the effectiveness of feedback. Actively participate in coaching agents in performance and productivity.
• Partner with the Training team to develop tools and training materials, as needed. Coordinate and facilitate quality training sessions with agents to align company goals--both one-on-one and in group settings.
• Ensure new hire training and ongoing training programs enhance agents' knowledge of company, attractions, ticketing, technical skills, customer service skills, soft skills such as sale closing, etc., and demonstrate excellent guest engagement.
• Maintain Call Center procedures/policy training for agents; maintain SOPs to include updated processes.
• Routinely update and distribute accurate, current information to team, including new promotions, new events, on-sales, and new packages. Provide guidance and suggestions on how to up-sell and cross-sell. Support ongoing knowledge checks by hosting shift updates ensuring all agents have current information regarding attractions sold by OEG.
• Assist management in generating reports for internal review and to support forecasting, budgeting, and scheduling decisions based on defined metrics.
• Train and perform in the role of agent to examine processes and model expectations.
• Perform other duties as assigned.

Education

• Bachelor's degree in related field preferred

Experience

• 5+ years guest service experience
• 2+ years experience in call center environment preferably in hospitality, travel, and leisure sales
• 2+ years in a supervisory role giving employee feedback essential
• Experience in active sales is a plus
• Proven track record of analytical skills and/or experience in quality assurance preferred
• Understanding of basic business metrics and how support impacts those

Knowledge, Skills and Abilities

• Excellent attention to detail and proactive problem-solving skills
• Excellent interpersonal, written, and verbal communication skills
• Relationship building and presentation skills required
• Desire to be a change agent, driving initiatives at a team level to improve experiences
• Exceptional guest service, coaching, and conflict resolution experience
• Strong knowledge and experience with Microsoft Office (Outlook, Word, Excel, PowerPoint)

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Weekend availability

Ability to commute/relocate:

• Nashville, TN 37214: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call Center: 2 years (Preferred)
• Quality Assurance: 5 years (Preferred)

Work Location: One location

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