Specialist-Qlty Assurance-Sr
Corporate
Gurgaon, India
13d ago

Position Type Non-Management / Hourly

POSITIONSUMMARY

Ensure world class customer service is provided to all internal and external customers by supporting the Quality Assurance team globally, as they evaluate Representative calls, emails, chats and other guest interactions.

Focus on accuracy and productivity as you operate internal Quality systems and create management reporting and accurate tracking.

Maintain positive and professional working relationships with global QA colleagues. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records and files.

Systems will include Quality Recording and Quality Monitoring technology, Microsoft Office Suite, and other databases. Access process and policy information online, interpret and apply to daily work.

Operate standard office equipment other than computers. Compile, create and file online records of dept. activities, business transactions, and other activities.

Follow all company and safety and security policies and procedures; ensure personal appearance is clean and professional.

Maintain confidentiality of proprietary information and protect company assets. Report accidents, injuries, and unsafe work conditions to a manager.

Welcome and acknowledge all guests through any channel according to company standards, assist individuals with disabilities.

Speak with others using clear and professional English language; communicate with excellent written English; answer telephones using appropriate etiquette.

Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats.

Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of employees.

Perform other reasonable job duties as requested by Supervisor or Manager.

Individuals may be cross trained to cover others in the event of absences. Other duties may also be assigned.

Policies and Procedures

Maintain confidentiality of proprietary materials and information.

Protect the privacy and security of customers and co-workers.

Follow company and department policies and procedures.

Research questions and problems; refer complex issues to supervisor or manager.

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Perform other reasonable job duties as requested by Supervisors.

Communication

All work will be performed in English. Excellent written English is a requirement.

Discuss work topics, activities, or problems with co-workers, supervisors, or managers using proper discretion.

Speak to co-workers using clear, appropriate and professional language.

Participate professionally and positively in webinar, skype and telephone meetings with colleagues and leaders

Use email, Skype and web-based communications positively and efficiently throughout daily work.

Prepare and review written documents (e.g., daily logs, business letters, reports), including proofreading and editing written English information to ensure accuracy and completeness.

Talk with and listen to other employees to effectively exchange information.

Compose routine correspondence or documents, such as, tracking forms, quality workload records, or evaluation reports.

Working with Others

Treat all employees and customers with dignity and respect.

Develop and maintain positive and productive working relationships with other employees and departments.

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Handle sensitive issues with employees and / or guests with tact, respect, diplomacy and confidentiality.

Physical Tasks

Enter and locate work-related information using computers and / or other methods.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Documentation / Reporting

Maintain computer-based filing and organization systems for records, reports, documents, etc.

Comply with and deliver on all quality assurance expectations and standards.

Operate department shared Outlook Inbox and respond according to trained expectations

Computers / Software

Interact with Information Technology department regarding Quality Software errors, issues and maintenance

Use computer systems and software packages to input, access, modify, store, or output information

Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.

Prepare letters and other documents using word processing, spreadsheet, database, or presentation software.

Office Equipment

Transmit information or documents using mail, scanner, or facsimile machine.

Operate standard office equipment other than computers such as telephone, typewriter, scanner, fax, photocopier, calculator, and electronic peripherals.

Keep office equipment in working order and contact service representatives to correct problems with office equipment, including following-

up to ensure problem is corrected.

Maintain office areas (e.g., cubicles, storerooms, conference rooms, etc.), including calling maintenance when needed.

Typing

Responding to shared Outlook Inbox requests

Microsoft Office suite

Quality Monitoring and Recording Software

Education

High school diploma / G.E.D. equivalent

Related Work Experience

At least 6 months in Marriott CECs with excellent performance

Related Work Experience

Experience or education regarding Reporting, Excel design or database design

Supervisory Experience

No supervisory experience is required

POSITION SUMMARY

Ensure world class customer service is provided to all internal and external customers by supporting the Quality Assurance team globally, as they evaluate Representative calls, emails, chats and other guest interactions.

Focus on accuracy and productivity as you operate internal Quality systems and create management reporting and accurate tracking.

Maintain positive and professional working relationships with global QA colleagues. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records and files.

Systems will include Quality Recording and Quality Monitoring technology, Microsoft Office Suite, and other databases. Access process and policy information online, interpret and apply to daily work.

Operate standard office equipment other than computers. Compile, create and file online records of dept. activities, business transactions, and other activities.

Follow all company and safety and security policies and procedures; ensure personal appearance is clean and professional.

Maintain confidentiality of proprietary information and protect company assets. Report accidents, injuries, and unsafe work conditions to a manager.

Welcome and acknowledge all guests through any channel according to company standards, assist individuals with disabilities.

Speak with others using clear and professional English language; communicate with excellent written English; answer telephones using appropriate etiquette.

Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats.

Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of employees.

Perform other reasonable job duties as requested by Supervisor or Manager.

Individuals may be cross trained to cover others in the event of absences. Other duties may also be assigned.

Policies and Procedures

Maintain confidentiality of proprietary materials and information.

Protect the privacy and security of customers and co-workers.

Follow company and department policies and procedures.

Research questions and problems; refer complex issues to supervisor or manager.

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Perform other reasonable job duties as requested by Supervisors.

Communication

All work will be performed in English. Excellent written English is a requirement.

Discuss work topics, activities, or problems with co-workers, supervisors, or managers using proper discretion.

Speak to co-workers using clear, appropriate and professional language.

Participate professionally and positively in webinar, skype and telephone meetings with colleagues and leaders

Use email, Skype and web-based communications positively and efficiently throughout daily work.

Prepare and review written documents (e.g., daily logs, business letters, reports), including proofreading and editing written English information to ensure accuracy and completeness.

Talk with and listen to other employees to effectively exchange information.

Compose routine correspondence or documents, such as, tracking forms, quality workload records, or evaluation reports.

Working with Others

Treat all employees and customers with dignity and respect.

Develop and maintain positive and productive working relationships with other employees and departments.

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Handle sensitive issues with employees and / or guests with tact, respect, diplomacy and confidentiality.

Physical Tasks

Enter and locate work-related information using computers and / or other methods.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Documentation / Reporting

Maintain computer-based filing and organization systems for records, reports, documents, etc.

Comply with and deliver on all quality assurance expectations and standards.

Operate department shared Outlook Inbox and respond according to trained expectations

Computers / Software

Interact with Information Technology department regarding Quality Software errors, issues and maintenance

Use computer systems and software packages to input, access, modify, store, or output information

Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.

Prepare letters and other documents using word processing, spreadsheet, database, or presentation software.

Office Equipment

Transmit information or documents using mail, scanner, or facsimile machine.

Operate standard office equipment other than computers such as telephone, typewriter, scanner, fax, photocopier, calculator, and electronic peripherals.

Keep office equipment in working order and contact service representatives to correct problems with office equipment, including following-

up to ensure problem is corrected.

Maintain office areas (e.g., cubicles, storerooms, conference rooms, etc.), including calling maintenance when needed.

Typing

Responding to shared Outlook Inbox requests

Microsoft Office suite

Quality Monitoring and Recording Software

Education

High school diploma / G.E.D. equivalent

Related Work Experience

At least 6 months in Marriott CECs with excellent performance

Related Work Experience

Experience or education regarding Reporting, Excel design or database design

Supervisory Experience

No supervisory experience is required

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