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Quality Assurance Coordinator

Company: Delaware North
Location: Buffalo
Posted on: September 22, 2019

Job Description:

Our Exciting Work EnvironmentDelaware North, a leader in the travel services industry is currently seeking a Quality Assurance Coordinator. In this role you will gather information to help improve to agent performance in contact center. The position is located in our inbound contact center in Amherst, NY. (Northpointe Business Park)This position offers great benefits such as: MEDICAL, DENTAL, VISION PARTICIPATION AT GROUP RATES401K, PAID VACATIONS, RESORT DISCOUNTSMULTIPLE BREAK ROOMS WITH FRESH FRUIT DAILY, COMPLIMENTARY SODA MACHINE, TEA/COFFEE.Here, we make all of the reservations for our parks and resorts, and gaming properties throughout the USA and Australia. Come work in fun environment where every day we book guest dream vacations.The OpportunityWe are seeking dedicated Quality Assurance Coordinator who have proven experience, ensuring agents provide quality service in line with company objectives.

Listen to inbound calls to access-accuracy, demeanor, performance, policy and procedurePerforms call monitoring and provides trend data to management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Coached and trains agents to improve guest experienceParticipates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to management. Coordinates and facilitates call calibration sessions for call center agentsProvides feedback to call center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review.Requirements:
2-3 years call center experienceBachelor Degree a plusStrong proficiency in Excel and WordStrong interpersonal skills including listening, empathy and responsivenessAbility to anticipate and solve problemsAbility to multi-task in an efficient, thorough and prioritized mannerAbility to work quickly, accurately and independentlyAbility to speak, read, write and understand EnglishExcellent written and verbal communication skillsWho We AreTake your career beyond the ordinary to the extraordinary.At Delaware North, you ll love where you work, who you work with, and how your day unfolds. Whether it s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision, grow with us.Delaware North is one of the largest privately held hospitality companies in the world. Founded in 1915 and owned by the Jacobs family for more than 100 years, Delaware North has global operations at high-profile places such as sports and entertainment venues, national and state parks, destination resorts and restaurants, airports, and regional casinos. Our 55,000 employee associates are dedicated to creating special experiences one guest at a time in serving more than a half-billion guests annually. Delaware North operates in the sports, travel hospitality, restaurant and catering, parks, resorts, gaming, and specialty retail industries and has annual revenue of about $3 billion. Learn more about Delaware North, a global leader in hospitality, at .All applicants will be subject to a pre-employment background check and may be subject to a pre-employment drug test depending upon the position and/or client requirements.Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer. Associated topics: prevention, qa, quality, quality assurance, quality assurance analyst, software quality, software quality engineer, software quality assurance engineer, test, test engineer

Keywords: Delaware North, Buffalo , Quality Assurance Coordinator, Other , Buffalo, New York

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