Job description

Job Summary

The Quality Assurance Specialist plays a key role in the success of the Quality Assurance department. The QA Specialist is responsible for various metrics relative to the QA process. The main responsibility of the QA Specialist is to coordinate the evaluation process for all guest interactions in the Contact Center. Which include calls, chats, and emails. This is accomplished by working directly with leadership to ensure guest experience standards are commensurate with brand standards and maintained throughout. The QA Specialist will also be responsible for assisting in the coaching and development of employees. In addition, the QA Specialist is responsible for maintaining and creating metrics for contact center, including an executive summary.

Key Responsibilities

• Conduct evaluations for inbound and outbound phone calls, chats and email correspondence for all APV operational areas.
• Focus evaluation efforts to ensure each employee receives regular feedback on sales techniques, guest service delivery, technical accuracy, and conformity to company policies.
• Partner with the contact center leadership to coach, mentor, and develop employees to ensure an exemplary guest experience is delivered on every call.
• Communicate feedback on the effectiveness of promotional marketing offers.
• Help to ensure the highest level of customer service is delivered throughout the Contact Center.
• Participate in internal calibration sessions to ensure consistent measurement of criteria.
• Assist in data analysis of weekly and monthly QA results.
• Provide feedback as it relates to Call Center trending and established goals.
• Support training initiatives through observational feedback and coaching reinforcement.

Position Requirements:

• Must be passionate about wanting to make a difference.
• Must be analytical, organized and detail oriented.
• Must be able to create report with trending for QA results and relevant KPI’s
• Excellent verbal and written communication skills with a penchant for follow up and follow-through.
• Must have initiative, be innovative and have the ability to perform in high stress environment.
• Must be able to multi task and adapt to changing priorities with a willingness to work as a team.
• Proficiency in Microsoft suite of office products.
• Working knowledge of SharePoint.

About Atlantis Paradise Island:

Atlantis Paradise Island is a lush, oceanside resort located on Paradise Island in The Bahamas. A dynamic destination that over launched 25 years ago as a first-of-its-kind modern marvel of nature and engineering, Atlantis has embarked on a new chapter tied to a meaningful connection with the ocean, Bahamian culture, and the spirit of the property's beloved team members. The resort's new, immersive programming connects guests to the rich history, art, people, food, and festivities of The Bahamas.

Atlantis features four distinct properties, from the iconic The Royal and The Coral to the luxury properties, The Cove and The Reef. The resort is built around Aquaventure, an innovative, 141-acre waterscape of thrilling slides and river rides, pools, and white sand beaches. Home to the largest open-air marine habitat in the world, over 50,000 marine animals from 250 species make their home in the ocean fed environments. From unparalleled meeting and convention space to the luxury Atlantis Marina accommodating yachts up to 220 feet overlooking Marina Village, a Bahamian marketplace, the Atlantis experiences are endless. Other resort amenities include the 30,000 sq ft tranquil Mandara Spa, Atlantis Kids Adventures (AKA) for children ages 3-12, and CRUSH, a cutting-edge teen club. The award-winning 18-hole Tom Weiskopf designed golf course, renowned Atlantis Casino, and duty-free shopping complemented by restaurants and lounges with celebrity chef culinary masterpieces including Fish by José Andrés, Nobu, by Nobu Matsuhisa; Olives, by Todd English and Casa D'Angelo by Chef Angelo Elia.

Dolphin Cay, the resort's 14-acre marine mammal habitat, is a state-of-the-art education center and animal-rescue rehabilitation hospital whose first residents were 17 rescue dolphins from Hurricane Katrina. Visitors to Dolphin Cay can participate in creative, non-disruptive "interactions" that build real awareness, stir emotion, and help fund the resort's conservation efforts. Through these guest participations and those offered through Atlantis Marine Adventures, a portion of the cost of each of the on-property interactions goes back to the Atlantis Blue Project Foundation (ABPF), the resort's nonprofit, 501(c)3 organization dedicated to saving sea species and their extraordinary habitats throughout The Bahamas and surrounding Caribbean seas.

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

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:

• 8 hour shift
• Holidays
• Weekend availability

Work setting:

• In-person

Work Location: One location

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