南宁招聘

职位描述：
POSITION SUMMARY:
The Quality Assurance organization leverages its people, processes and technology to drive customer satisfaction and loyalty for all Royal Caribbean LTD brands by improving the customer and agent experience.
The QA program sets the standards for the global Trade Support & Service contact centers and clearly proves its value to the overall business.
The Quality Assurance Specialist assesses the quality of calls and correspondence for all Trade Support & Service contact centers while comparing them to established business standards.
The QA specialist identifies trends and shares recommendations with department Managers, Supervisors and Trainers enabling agents to maximize their performance and interaction with customers.
________________________________________
ESSENTIAL DUTIES AND RESPONSIBILITIES:
a) Engaged professional who is a certified subject matter expert for all assigned areas.
b) Performs timely call and contact monitoring while providing assessment of performance.
c) Ensures the highest level of professionalism, relationship, branding, efficiency and resolution standards are being met by front line contact center staff.
d) Produces trend data, analysis and actionable recommendations to management team and supervisors.
e) Participates in the design and administration of call monitoring formats and quality standards.
f) Actively engaged in internal QA team calibration sessions to identify and agree upon performance standards, customer needs and business expectations.
g) Coordinates and facilitates call calibration sessions for call center staff. Leads and/or assists in department projects, mystery shopping, reporting, analysis and pilot programs.
h) Produces reporting, trending and analysis tied to contact center employee performance, team calibrations, business calibrations and mystery shopping.
i) This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
j) Employees will be required to perform any other job-related duties assigned by their supervisor or management.

FINANCIAL RESPONSIBILITIES
No financial responsibility in this role.
________________________________________
QUALIFICATIONS:
a) High school diploma or equivalent required, advanced degree a plus.
b) 2+ years of contact center experience in customer sales, support and/or service functions.
c) 12+ months experience in Trade Support & Service preferred.
________________________________________
KNOWLEDGE AND SKILLS:
a) Excellent oral, written and interpersonal communication skills with a customer oriented focus.
b) Must demonstrate effective questioning and listening skills.
c) Sound judgment and decision making skills.
d) Strong assessment and analytical skills regarding contact center policies and standards.
e) Expert knowledge of a variety of department policies and procedures within Royal Caribbean Cruises Ltd.
f) Expertise in the systems, standards, and products used by the area(s) being monitored
g) Must feel comfortable delivering feedback and coaching employees on best practices.
h) Ability to work well in a team environment and independently.
i) Excellent computer skills, to include all Microsoft Suites, with emphasis on Excel and Word.
j) Good English in Oral and Writing.
________________________________________
PHYSICAL DEMANDS:
a) The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.
b) The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc.
c) The employee communicates, listens, compares variables, and assesses information.
d) The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.
________________________________________
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations.
The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations. 举报 分享

关于皇家加勒比国际游轮

皇家加勒比国际游轮是全球***的游轮品牌，在超过50年的时间里始终致力于将创新注入海上旅行。皇家加勒比旗下各系列游轮皆融和全新科技及超凡设施，是游轮船只建造的杰出代表，专为勇于探索的宾客们而打造。 皇家加勒比力求为宾客提供极具创新性的度假体验，其丰富航线涵盖了6大洲、72个国家、超过260个目的地。其中，“完美岛屿度假系列” 自推出后便备受瞩目，该系列首座私属岛屿将为位于巴哈马的“可可岛完美假期”。

作为在中国发展迅猛的游轮公司，自2009年开启***条中国上海母港航线，皇家加勒比一直以来致力于引领游轮产业的发展，率先在中国市场部署和经营世界级游轮，先后引进两艘吨位大、船龄新、设施先进的游轮——“海洋航行者号”及“海洋水手号”，引领中国游轮行业进入“大船时代”。皇家加勒比于2015-2016年陆续将全新制造、科技含量极高的游轮“海洋量子号”“海洋赞礼号”引入中国，将中国游轮市场推入“新船时代”。2017年，皇家加勒比正在设计和建造“超量子系列”游轮，该游轮将于2019年下水和部署中国市场。超量子系列凝聚皇家加勒比多年在亚洲市场通过产品优化实践积累的经验和知识，对游轮新船设计与建造的国际水准发起了又一次冲击，将成为中国游轮市场发展新的里程碑。