Quality Assurance Specialist (Contact Center)

Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe. The Essence of Excellence: The Gold Standards The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor. The Employee Promise At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests. By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company. The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened. Join us on a journey where every day is a testament to the highest standard of luxury and service.

Job Summary

As part of Global Reservation Services, the Quality Assurance Specialist will continuously audit and monitor the Reservations Team to ensure the highest level of customer delivery in our contact centers.

Essential Functions

• Conduct daily interaction audits of the reservation team to ensure compliance with company goals and The Ritz-Carlton Gold Standards.
• Communicate results and feedback from Quality Call Assessments and detail areas to develop for US and EU offices.
• Ensure the quality audit matrix is updated and records are kept accurate.
• Complete Quality Action Plans when required.
• Develop policies and procedures for the department and standard operating procedures.
• Demonstrate the ability to answer detailed questions regarding the product and systems.
• Maintain courteous & professional telephone etiquette at all times.
• Develop and maintain positive working relationships with all departments.

Competency Education

Minimum 2-year college degree or 3 years of experience equivalent.

Skills & Experience

• Minimum 2 years of Customer Service and Sales experience required, ideally from a Quality background.
• Possess excellent written & verbal communication skills with the ability to convey information in a clear, concise manner.
• Attention to detail with an analytical approach.
• Strong organizational skills essential for multitasking.
• Ability to learn and utilize the reservation system.
• Must commit to delivering a high level of customer service.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, OneNote, and Outlook) and the ability to learn new systems quickly.
• Ability to maintain positive, pleasant behavior while engaging customers & colleagues.
• Ability to learn and understand policies & procedures for reservations & groups to efficiently handle both areas.
• Demonstrate the service values of The Ritz-Carlton at all times.

Expected Hours of Work

Full-time (40-hour work week) with occasional Saturdays.

International travel may be required.

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

Working from our offices in Fort Lauderdale, FL and Valletta, Malta, our shoreside team includes a wide variety of positions to support The Ritz-Carlton Yacht Collection in delivering excellence. These roles include guest-facing Yacht Vacation Consultants, cruise hotel operations professionals, IT support, accounting and finance, sales and marketing professionals and more.