Quality Assurance & Communications Specialist

A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully.Apply

DescriptionTitle:

Quality Assurance & Communications SpecialistReporting To:

Senior Manager or Manager, Guest CommunicationsJob SummaryThis position is primarily responsible for: ensuring quality of customer service responses, including emails and other outgoing correspondence within the Guest Communications department; addressing and monitoring responses to guest concerns raised in tour member evaluations and accurately responding to them via email, letter, and phone; and participating in proofreading departmental communications to evaluate responsiveness, tone, accuracy of information, and proper utilization of grammar and formatting techniques. This position requires a candidate who possesses exceptional written communication, judgment, proofreading, and customer service skills, as well as a keen attention to detail and ability to effectively prioritize tasks.ResponsibilitiesProofread guest correspondence for proper grammar, spelling, and style according to company guidelines; review to ensure content is accurate and completeDemonstrate excellent judgment in properly addressing guest concerns or issues; identify situations that may require additional escalation or special attentionProvide direct feedback to members of Guest Communications; when necessary, collaborate with Leads and ManagersContribute to the creation of pre-departure guest communications for tour changes, visa updates, major worlds, etc.Participate in preparation of post-tour letters and evaluations ensuring communication is well written, accurate and addresses specific issues; conduct outbound guest calls on these issues as neededCollaborate on the creation of email correspondence that is professional and grammatically correct with content specific to the issue and our guests within specified service levels, standards and policiesParticipate in the preparation and review of quality reports to be used for employee metrics; contribute to quality assurance processes to ensure written guest correspondence is consistently meeting department quality standardsProvide supplementary back-up for incoming customer telephone calls for service and sales while maintaining the highest degree of professionalism and telephone etiquette on all calls takenCreate, review, and score skill checks and other exercises, and provide feedback to traineesProvide training support for Guest Communications Coordinators utilizing side-by-side emails, email proofing, and training on specific tasks; assist with listening to inbound and recorded calls for members of Guest Communications as neededAssist with the coordination of specialized travel services and requests, including back-to-back reservations and private departuresUpdate and maintain reservation and customer information in accordance with company guidelinesMaintain proficiency of all current departmental service levels, policies, procedures, and guidelinesMonitor and track communications; identify trends, patterns, and issuesAssume other responsibilities as deemed necessaryQualificationsBachelor's degree in communications or writing, or equivalent experienceMust demonstrate strong writing skills with excellent spelling, grammar, and proofreading abilities, as well as exceptional attention to detail and accuracy; maintains quality and accuracy across all assignmentsStrong interpersonal, organizational, and communication skills (both written and verbal)Ability to maintain confidentiality and discretion in business relationshipsMinimum of two years in a customer service environmentExcellent organizational skills with attention to detail and accuracyAbility to work independently with minimal directionExcellent computer skills including MS Word, Excel, and OutlookBenefits:Medical, dental, vision and flexible spending account401k plan with company matchPaid family and medical leave and long-term disabilityGroup life insurance ($50,000) and optional voluntary life10+ Paid holidaysGenerous vacation policyDiscretionary financial performance bonusTuition assistance programProfessional development, including Familiarization Trips (for most positions)International Airlines Travel Agent Network (IATAN) Membership50% Employee discount on Odysseys toursCharitable donation program and fundraising eventsWellness programs including stress management, nutrition and meditation sessionsEmployee-led Diversity, Equity and Inclusion CommitteeWork from home opportunitiesOdysseys Unlimited is proud to be an Equal Employment Opportunity employer committed to maintaining a diverse and inclusive workplace. Applicants will not be discriminated against because of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, physical or mental disability, or any other status protected by law. All employment decisions are based on individual qualifications and business need to further the principle of equal employment opportunity.

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