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Senior Quality Coordinator


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

2019-954  

Position Overview

Division & Department

Corporate Office - Contact Centre

Job Title

Senior Quality Coordinator

Contract Type

Permanent

Position Overview

The Senior Quality Coordinator roles will be based in the London Global Contact Centre and will support the Service Quality Manager in managing quality through effective implementation of the Quality Framework and training and coaching procedures.

 

Operational Performance
Support the delivery of quality assurance standards across the Global Contact centre to ensure calls are handled in line with Dorchester Collection brand promise and customer experience standards .
Provide statistical analysis for meetings and calibrations with the Global Contact centre to ensure that they are on target , issues are resolved , quality standards and targets are achieved.
Promote the quality standards for incoming and outgoing contacts across the contact centre and support the quality assurance and monitoring programmes.
Track agent interaction programmes to include remote listening, customer email, mystery shop and provide training packages to Team Leaders to enable coaching and improvements.
Load and update content into knowledge management systems in line with quality standards and protocols.
Conduct call calibrations to monitor customer calls, assess customer emails and apply measurement against quality standards and guidelines.
Produce call centre quality metrics as per the Quality Framework and disseminate information to key stakeholders and support the implementation of coaching and improvement programmes as required.
Monitor accuracy of reservations across all systems, facilitate quality checks, implement booking amendments,  produce reports and facilitate seamless handover to Guest Relations.
Complete travel agent commission payment reconciliation with precision and accuracy.

People Management
Design content for KMS training and co-ordinate training schedules to ensure contact centre agents have knowledge to successfully their perform roles.
Create coaching packs and facilitate training programmes, process and enhancements to correct quality issues.  
Develop guidance for Team Leaders on all levels of monitoring and coaching for agents, on a monthly basis to include a results driven measurement framework.
Support the quality standard education programme across the contact centre, complete daily quality tracker and ensure that consistent performance and results are achieved.

Relationship Management

Work in partnership with key stakeholders to optimise quality performance standards for resources and customer service delivery across the Global Contact centre.

Liaise with hotels re service quality standards and performance metrics and manage six sigma quality errors.

 

Communicates Effectively

Liaise with hotels, marketing, corporate training and other internal stakeholders to ensure that product and service updates are accurately maintained in the Global Contact centre.

Build networks and good communications between contact centres, guest relations , and leadership teams across all properties.

Essential Functions & Physical Requirements

Position Requirements

  • Good knowledge in quality audit, assurance standards and procedures in a contact centre environment.
  • Champion the contact centre throughout internal and external channels and provide support to all functions within the GCC .
  • Ability to  provide guidance on quality measures and best in industry specification.
  • Strong knowledge of functional area , departmental processes and ability to analyse internal consumer feedback and support improvements in customer service .
  • Able to understand and identify key issues across the business, strong attention to detail , prioritise tasks and  translate into tangible solutions.
  • Ability to work as a virtual team 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 .
  • Experience with a luxury brand of high touchpoint model desirable .
  • Previous contact centre  experience in a complex, multi-stakeholder environment.
  • Ability to thrive in a traditional cultural environment , demonstrating confidence and strength of character to achieve positive solutions.

 

Core competencies and knowledge

  • Ability to work under own initiative , take ownership of processes and devise solutions.
  • Service orientated attitude within the context of the role and ability to communicate with stakeholders, team and customers.
  • Good commercial awareness and ability to interpret business performance to deliver tangible results
  • Promotes the Dorchester Collection brand at every opportunity and lead by example through the values of the company
  • Inspire confidence through the ability to provide subject matter knowledge and the education of others.
  • A passion for people and guest engagement.
  • Good stakeholder management skills with ability to influence multiple stakeholders.
  • Strong ability to develop and manage results and attention to detail .
  • Ability to handle high levels of pressure and critical decision-making and or problem solving.
  • Good mentoring and relationship building skills with ability to work effectively across  remote teams.
  • Good experience and a proven track record of achievement in managing customer services in a luxury brand environment.

 

Key Performance Indicator

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

 

The operational hours of work are shift-based and may be subject to change. These currently set as:

Monday to Friday: 07:00 - 19:30

Saturday: 11:00 - 19:30

Qualifications and Desirables

  • Good understanding of contact centre operations and quality procedures and ability to drive change and improvement.
  • 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

Benefit Package

  • 28 days annual leave ( inclusive of bank holidays)
  • Competitive pension plan
  • Life Assurance
  • Annual salary review in April
  • £7 daily allowance on a lunch card
  • 50% off F&B outlets in our hotels
  • Free nights at our hotels
  • Employee assistance programme
  • Season ticket loan
  • Cycle to work scheme

Status

Full time

Job location

Job Location

United Kingdom

Location

Global Contact Centre, Lower Ground Floor West, Lansdowne House  W1J 6ER London