Quality Assurance & Communications Specialist

at  Odysseys Unlimited Inc

JOB SUMMARY

This 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.

QUALIFICATIONS

• Bachelor’s degree in communications or writing, or equivalent experience
• Must 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 assignments
• Strong interpersonal, organizational, and communication skills (both written and verbal)
• Ability to maintain confidentiality and discretion in business relationships
• Minimum of two years in a customer service environment
• Excellent organizational skills with attention to detail and accuracy
• Ability to work independently with minimal direction
• Excellent computer skills including MS Word, Excel, and Outlook

• Proofread guest correspondence for proper grammar, spelling, and style according to company guidelines; review to ensure content is accurate and complete
• Demonstrate excellent judgment in properly addressing guest concerns or issues; identify situations that may require additional escalation or special attention
• Provide direct feedback to members of Guest Communications; when necessary, collaborate with Leads and Managers
• Contribute 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 needed
• Collaborate 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 policies
• Participate 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 standards
• Provide 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 taken
• Create, review, and score skill checks and other exercises, and provide feedback to trainees
• Provide 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 needed
• Assist with the coordination of specialized travel services and requests, including back-to-back reservations and private departures
• Update and maintain reservation and customer information in accordance with company guidelines
• Maintain proficiency of all current departmental service levels, policies, procedures, and guidelines
• Monitor and track communications; identify trends, patterns, and issues
• Assume other responsibilities as deemed necessary