Job Information
Marriott Vacations Worldwide Director, Quality Owner Services in Orlando, Florida
Cover letter & resume required.
Position Summary
As a member of the professional staff, contributes a high level of specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support department and/or function objectives. Generally, works with considerable independence, developing operating plans and related operational processes for own department in alignment with broader business objectives. Responsible for selection, supervision and development of staff in accordance with company policies and procedures.
Specific Job Summary
The Quality Connections team works to ensure representatives’ interactions with our customers are aligned with servicing expectations business goals by measuring and evaluating the performance of customer service representatives against established criteria and guidelines in an effort to promote world-class customer service.
The Associate Director Quality is responsible for defining and promoting a quality mindset across global Owner Services; specifically the development, implementation, execution and direction of the contact (phone calls, chat, email, etc.) quality monitoring program. The Sr Manager directs teams of Quality Connection Specialists in global owner services offices located in Orlando, Salt Lake City, Mexico City, Cork and AP. This role works closely and strategically partners with Sr. Operations leaders at all locations. The Quality program includes all MVW vacation ownership brands including, but not limited to: Marriott Vacation Club, Grand Residences, Sheraton Vacation Club, Westin Vacation Club and St Regis Residence Clubs, The Ritz-Carlton Destinations Club. The scope is not only for multiple brands, but also encompasses Quality Assurance activities for positions at various levels and departments across Owner Services (i.e. Vacation Advisors, Vacation Specialists, Escalations department, etc.). As such, the incumbent will partner with and serve as a subject matter expert for operations leaders for each respective brand to develop and maintain a quality monitoring strategy for each (i.e. frequency of call recordings, feedback process, disciplinary action etc.).
Lead a quality assurance program that involves different types of sampling of calls and messages, such as but not limited to: random sampling, targeted based sampling, analytics driven quality monitoring, owner satisfaction survey related monitoring, among others.
Develop and maintain QA KPI reporting that is readily visible across all levels and actionable for contact center leaders and agents.
This role will perform trend analysis from monitor results and will partner with various business leaders to develop solutions that address and correct servicing deficiencies identified in the monitoring process. In addition, this role will perform trend analysis on new product and service offerings and present findings to applicable senior leaders.
The incumbent will partner with Resolution Services leader(s) to identify specific situations where compensation was given to customers and identify appropriate measures to reduce and/or eliminate repeat financial losses. In addition, performs trend analysis from monitor results and present these to appropriate Training, Operations and other senior contact center leaders and managers to ensure servicing opportunities and issues are addressed.
The Sr Quality Manager is the business administrator for the Quality Monitoring System (currently QM Pro) and will also leverage the voice/data analytics tool (expected to be TrueVoice) to drive results through target monitoring initiatives.
Expected Contributions
Develops operating plans and workable business processes for own department in alignment with function strategy.
Manages larger business processes and/or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results. Typically influences work of cross-functional or extended teams.
Responds to, solves and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
Works to enhance the organization’s capabilities through effective staffing and development of others by:
anticipating staffing requirements by comparing business needs with strengths and weaknesses of existing staff.
coaching own team to collaborate with others.
using appropriate Marriott interviewing tools to hire the best people available from inside or outside.
establishing goals and delegating tasks appropriately.
providing timely coaching and feedback
making and rewarding distinctions in performance.
engaging in progressive disciplinary processes, when appropriate.
Assists more senior associates in achieving business results by:
acting in a consultative fashion to implement programs impacting the broader organization.
assisting in the development and communication of broader organizational goals.
achieving results against budget within scope of responsibility.
taking calculated risks to move the department or team forward.
developing and using systems to organize and keep track of information.
balancing the interests of own group with the interests of the organization.
working with others to identifyand remove barriers to success.
Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.
Specific Expected Contributions
Participates in the business strategic goal planning and setsdepartment’s annual objectives.
Ensures quality monitoring strategies focus on customer service skills, knowledge of products and services, efficient call-handling, and accurate use of computer systems and knowledgebase tools.
Implements Quality strategies that reduce call handle time and promote de-escalation techniques at the front-line customer service agent level.
Directs the day to day management of the global Quality monitoring program for Owner Services.
Develops partnership with Sr. Operations Leaders, individual quality monitoring programs for each communication medium used to service customers including chat, email and phone.
Maintains expert knowledge on best-in-class technologies and processes related to quality monitoring and implements as appropriate.
Develops quality monitoring strategy in partnership with Sr Operations leaders for each respective brand.
Partners with Training leaders to create and implement quality monitoring strategy focused on new hire associates.
Perform trend analysis from monitor results and present these to appropriate Training, Operations and other contact center leaders to ensure servicing opportunities and issues are addressed.
Perform trend analysis on new product and service offerings and present findings to applicable senior leaders.
Ensureaccountability for the Quality department’s performance and service levels across all brands and offices.
Partner with Operations leaders to ensure front line associates are being held accountable for their monitoring results that fall below the desired threshold as outlined in each brand’s quality monitoring guidelines.
Ensure consistent calibration sessions are conducted between all Quality department associates.
Candidate Profile
Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:
Generally a professional position requiring significant knowledge and experience in one or more disciplines and/or business operations and associate management. College degree and/or relevant experience generally required.
Specific Candidate Profile
Education
- Bachelordegree in scientific-related field or equivalent experience required.
Experience
Minimumof 5-7yearsofexperienceintheVacationOwnershipindustrywithspecificexperiencein Quality Assurance strongly preferred.
Minimum 5-7 years of experience in a customer contact center, including knowledge and understanding of customer contact trends and what systematically impacts customer satisfaction preferred.
Minimum 5-7 years of experience in customer service management (required), with a focus on contact center (preferred).
Minimum 5-7 years of experience with MVW or comparable experience in the Industry.
Skills and Attributes
Expert knowledge in customer service, technology, and trends.
Practical experience in project organization management and process management.
Practical experience implementing and managingquality monitoring software and voice/data analytics tools
Strong communication skills providing the ability to work in a dynamic, environment.
Strong conceptualthinking,problemsolving,& communication skills
Abilitytomanagefrom performancemetrics,financialanalysis
Strongverbaland writtencommunicationsskills
Pro-active, assertive, motivated and disciplined.
Strong collaborative skills, ability to work with multiple cross-functional teams with a history of consistently delivering business results.
Experience in the full life cycle of solution development.
Able to translate business needs into operational priorities.
Ability to travel a 10% - 25%; domestically and internationally.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture