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Customer Quality Assurance Analyst

Company: Virgin Cruises Intermediate Limited
Location: Fort Lauderdale
Posted on: September 17, 2021

Job Description:

Our client is looking for a Customer Quality Assurance Analyst to join their team in Plantation, FL. The Quality Assurance Analyst (Business Insights) will be supporting ad-hoc analysis of company operational insights with a focus on the processes and interactions from the Travel Services Department. This role is key in ensuring they are delivering on their service philosophy in exceptional guest service through performance metrics and key deliverables. The Quality Assurance Analyst will need to put on their thinking caps to go over and analyze product knowledge, sales/service quality, listening skills, and overall contact experience via all channels (case, chat, phone, in person). This role will work together with operational teams in creating and implementing operational processes. The role will heavily contribute to the implementation of the strategy for their Travel Operations in recommending enhancements, developments, and improvements to our current processes through data and insights. This role will also provide analytical support to the Sr. Quality Assurance Analyst and Sr. Manager Quality Assurance in collaborating on ad-hoc analysis to ensure service levels remain consistent and elevated and provide insights to ensure company objectives are met. The ideal candidate will be someone with an outgoing and positive personality who is passionate about the customer experience!

Cruise line experience

Tableau experience preferred
2+ years of directly related guest service experience and/or analyst role

Ability to develop process improvements surrounding large data sets

Strong analytical skills with expertise in analysis of operational KPIs

Excellent communication (verbal, written, presentation) skills

Interactive reporting/Business Insights tool experience

Skilled in Excel to perform trend analysis and regular reporting of metrics

Keywords: Virgin Cruises Intermediate Limited, Fort Lauderdale , Customer Quality Assurance Analyst, Other , Fort Lauderdale, Florida

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