Contact Center Quality Assurance Auditor monitors and measures the quality of inbound and/or outbound customer service calls. Prepares and presents audit reports for management to identify the issues and performance. Being a Contact Center Quality Assurance Auditor assists with feedback and training of individuals who have contact with customers. Typically requires a bachelor's degree. Additionally, Contact Center Quality Assurance Auditor typically reports to a manager. The Contact Center Quality Assurance Auditor gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Assurance Auditor typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
I. SUMMARY STATEMENT
Assures highest possible level of visitor and guest satisfaction by providing superior
customer service. Responsible for checking guests into and out of the hotel as well as
answering phone calls and customer inquiries
II. PRIMARY DUTIES AND ACCOUNTABILITIES 100%
· Room Assignments, Changes, and Issues
· Checks guests into and out of the hotel in an accurate, speedy, and courteous manner.
· Efficiently handles all payments received whether they are cash, credit card, checks, or traveler’s checks. Balances/verifies all monetary transactions in the appropriate accounts.
· Ensures that all hotel keys are distributed to the appropriate parties and that guest privacy is maintained.
· Responsible for maintaining all documentation regarding room registration, changes, charges, credit card transactions, customer service, and maintenance issues.
· Clean snow around the hotel building walkway and puts salt.
· Ability to efficiently work under time constraints.
· Ability to work with cleaning chemicals.
· Must be able to lift, push, and pull 25-50 pounds frequently.
· Able to work a flexible schedule.
· Guest Service
· Offers guests' assistance whenever possible.
· Responsible for resolving escalated customer relations issues.
· Answers inquiries pertaining to hotel policies and services.
· Must respond to and follow-up on all guest requests to ensure customers are
· satisfied with the hotel’s services and accommodations.
· Responsible for positively representing and promoting the property.
· Ensures systems and procedures are in place and followed for guest safety and security.
· Other Duties as Assigned
· Ensures that the lobby, front desk and Breakfast area is clean (sweep and mopped floor), organized, visually appealing, and well stocked with all necessary supplies.
· Properly compiles, completes, and distributes reports to all management and relevant staff.
· Ensure that the Breakfast and Pantry Area is clean which includes cleaning of tables, chair and breakfast setup area.
· Reports any maintenance, security, or safety issues to the appropriate staff.
IV. SKILLS, EDUCATIONAL BACKGROUND, AND EXPERIENCE
· High School Diploma or GED required.
· Previous front desk experience highly preferred.
· Prior experience using Windows-based software including Microsoft Word, Excel, and Outlook
· highly preferred.
· Excellent organizational and prioritization skills.
· Ability to work well and collaborate with others.
· Superior customer service skills.
· Excellent communication skills.
· May be required to stand for an extended period of time.
· Able to work a flexible schedule.
Job Types: Full-time, Part-time
Job Types: Full-time, Part-time
Pay: $12.00 - $13.00 per hour
Schedule:
Work setting:
Education:
Experience:
Work Location: In person
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