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DORCHESTER COLLECTION vacancy search engine

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Quality Manager


Position Overview

Company Overview

Hotel

We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Treasured by guests. Cherished by employees. Celebrated worldwide.

As an employee, you are expected to provide our guests with a bespoke and memorable experience measured to the highest standards of quality and service delivery. Additionally the execution of your position will be in accordance to our company policies, standards and procedures.

Our company values are the fundamental spirit on how we reach our goals. As an ambassador of Dorchester Collection you will be entrusted with our values and expected to further enrich our We Care culture: Passion - Personality - Respect - Working Together - Creativity

This job description is intended to illustrate the main duties and responsibilities of the role. It is not intended to be exhaustive and please be advised that the duties and responsibilities may be added on a temporary or permanent basis as appropriate.   

Reference number

2019-944  

Position Overview

Division & Department

Corporate Office - Contact Centre

Job Title

Quality Manager

Contract Type

Permanent

Position Overview

The Quality Manager is reponsible to drive quality assurance across the London-based Global Contact Centre to ensure all enquiries are handled in line with Dorchester Collection brand promise and customer experience standards.

The role will be based in the London, but may be required to attend meetings at other locations in the UK, Europe and Los Angeles.


Operational Performance
Set quality standards for incoming and outgoing calls across the Global Contact Centre and develop effective quality assurance and monitoring programmes.
Manage and update knowledge management systems in line with quality standards and protocols.
Implement training programmes and process enhancements to correct quality issues.
Define and introduce processes to monitor agent interaction to include remote listening, offline review , mystery shop.
Liaise with hotel, marketing , corporate training and other internal stakeholders to ensure product and service updates are accurately maintained in the Global Contact Centre  and align service objectives with customer expectations.
Implement coaching and improvement programmes as required.
Drive process and business improvements to reduce cost per call, improve quality of agent experience , improve customer experience and profitability .
Host weekly meetings/ monthly  and calibrations with the contact centres to ensure that are on target , issues are resolved and quality standards and targets are achieved.

People Management
Performance management of Service Quality Co-ordinators to support the delivery of business requirements .
Oversee recruitment, hiring, training and performance monitoring of contact centre team.
Design, implement and monitor telephone and email prompts for contact centre  agents across Dorchester Collection.
Implement protocols and procedures to listen to and  monitor customer calls and apply measurement against quality standards and guidelines.
Introduce methodologies to measure and manage agent interaction quality and drive contact centre calibration process.
Deliver the quality standard education programme across the Global Contact Centre, to promote knowledge and awareness and ensure that consistent performance and results are achieved.
Develop guidance for supervisors on all levels of monitoring and coaching per agent on a monthly basis to include a results driven measurement framework.

Customer Experience
Facilitate the customer satisfaction process and disseminate information across relevant stakeholder groups to deliver first call resolution on queries relating to the Global Contact Centre.
Develop future-state customer journey maps that incorporate the management of hotspots and drive improvement from the 'guest's voice'.
Support the development of a customer faced culture and develop quality goals and targets as part of the Global contact centre strategic plan.

Essential Functions & Physical Requirements

Position Requirements

Subject matter expert in quality audit, assurance standards and procedures in a contact centre environment .

Ability to  provide guidance on quality measures and best in industry specification .

Strong knowledge of functional area , departmental processes and ability to analyse consumer feedback .

Champion the Global Contact Centre throughout internal and external channels and provide support to all functions within the GCC .

Able to understand and identify key issues across the business, prioritise tasks and  translate into tangible solutions.

Proven ability to drive quality and performance across multi-site, multi-language contact centre teams.

Experience of working in a fast paced environment and able to support the development of a culturally diverse, virtual contact centre team.

An experienced quality professional who has implemented programmes across organisations.

Highly competent in implementing controls and improvements in customer service to drive customer satisfaction. 

Experience with a luxury brand of high touchpoint model desirable .

Previous contact centre  experience in a complex, multi-stakeholder environment.

An inspirational and hands on leader, with capability of creating a positive work environment and producing excellent results .  

Ability to thrive in a traditional cultural environment , demonstrating confidence and strength of character to achieve positive solutions.

 

Core competencies, knowledge and skills requirements

Ability to work under own initiative , take ownership of processes and devise solutions.

Exemplary service orientated attitude within the context of the role and ability to communicate with stakeholders, team and customers.

Strong commercial awareness and ability to interpret business performance to deliver tangible results .

Promote Dorchester Collection brand at every opportunity and lead by example through the values of the company.

Participative management approach , with a change ready attitude.

Inspire confidence through the ability to provide expert knowledge and the education of others

A passion for people and guest engagement.

Excellent stakeholder management skills with ability to delegate effectively and influence multiple stakeholders

Professionally represents Dorchester Collection brand in the community and other industry organisations and events.

Exceptional ability to develop and manage results and attention to detail.

Strong negotiation, interpersonal, written and oral communication skills, including statistical report writing and analytical skills.

Ability to handle high levels of pressure and critical decision-making and or problem solving.

Strong mentoring and relationship building skills with ability to effectively manage group and internal client conflict situations confidently and professionally.

Good experience and a proven track record of achievement in managing customer services in a luxury brand .

Qualifications and Desirables

  • Educated to degree level with a QA, Computer Science, Engineering or IT qualification.
  • Strong Microsoft office and Excel skills.
  • Experience in a call centre environment which may include training management, quality or a coaching role.
  • French and Italian advantageous.

 

Key Performance Indicators 

  • Employee satisfaction
  • Customer Satisfaction stats  (dependency CSAT design)
  • Quality and performance metrics  and for all channels
  • Process improvements
  • Creativity

Benefit Package

  • 28 days annual leave ( inclusive of bank holidays)
  • Competitive pension plan
  • Life Assurance  
  • Private Medical Insurance
  • Bonus = 20% paid out in March (pro-rated)
  • Annual salary review in April
  • Medical and dental cover
  • £7 daily allowance on a lunch card
  • 50% off F&B outlets in the hotel
  • Free night’s stay at the hotels (max 3 nights at a time)
  • Employee assistance programme 
  • Season ticket loan
  • Cycle to work scheme

Status

Full time

Job location

Job Location

United Kingdom

Location

Dorchester Collection - Global Contact Centre, Ground Floor West, Lansdowne House  W1J 6ER London