Job Description

JOB SCOPE

• Conduct multiple type quality audits (SQR & LQA) on each team member, ensuring team members meet and/or exceed the Marina Bay Sands\' luxury brand service standard key performance indicators
• Conduct audits on all forms of communication, including Voice, Email and Chat
• Review monthly with each team member their individual quality scores, having them listen or evaluate the calls, emails and/or chats themselves.
• Provide feedback, examples and mentoring on areas which need improvement while providing praise on those areas where the team member is exceeding expectations.
• Offer recommendations on non-performing team members to management
• Must be detail oriented, consistent with follow up and coaching
• Provide a detailed monthly report on the department quality audit scores, frequently missed standards, and recommendations for areas of improvement which fall below the department KPI\'s.
• Provide a monthly overview report to the Director, Assistant Director, and Managers
• Any other responsibilities that may be assigned from time to time by the Senior Manager or Director

JOB REQUIREMENTS

• Diploma or University Degree.
• Must have proven 3+ years of experience in a call center or front office environment within a luxury hotel
• Data analytics background helpful but not required.
• Excellent communication and interpersonal skills, both verbal and written.
• Customer centric attitude and works well under pressure.
• Have impeccable follow-through; and \xe2\x80\x9cCan Do\xe2\x80\x9d attitude and mindset.
• Excellent time management, organizational and motivational skills.
• Analytical to be able to spot trends and identify areas of improvement.
• Must have a positive, fun, and enthusiastic personality.
• A team player that takes the initiative to assist Team Member when needed.
• High collaboration and adaptable to changes in a dynamic environment.
• Mature, meticulous, resourceful, organized, and able to work independently.
• Work is subjected to change to meet business/operational needs.
• Proficient in the use of Microsoft Office applications such as Microsoft Word, Excel, and Powerpoint.

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.

Advertised: 10 Jul 2023 Singapore Standard Time
Applications close:

Marina Bay Sands