What are the responsibilities and job description for the Quality Assurance Specialist position at Atlantis, Paradise Island?
Looking for the Quality Assurance (QA) Specialist, who will play a critical role in driving the success of the Contact Center by ensuring every guest interaction reflects the luxury, hospitality, and brand standards of Atlantis Paradise Island Bahamas.
In this role, you will coordinate and execute the evaluation process for all omnichannel guest touchpoints, including voice calls, live chats, and email correspondence. Collaborating closely with Contact Center leadership, the QA Specialist provides actionable insights, supports agent coaching, and analyzes performance metrics—including crafting executive summaries—to maintain an exemplary, seamless guest experience.
Key Responsibilities
Quality Evaluation & Compliance
- Conduct comprehensive evaluations of inbound and outbound phone calls across all operational areas.
- Assess performance to ensure team members deliver exceptional guest service, leverage effective sales techniques, maintain technical accuracy, and adhere to company policies.
- Participate in calibration sessions with leadership to align evaluation criteria, minimize scoring variance, and ensure consistent measurement standards.
Coaching & Talent Development
- Partner with leadership to deliver targeted feedback, mentoring, and reinforcement that fosters continuous improvement and professional growth.
- Support training initiatives by providing observational insights and post-training reinforcement to bridge performance gaps.
- Promote a culture of excellence and accountability, ensuring the highest level of customer service is consistently delivered throughout the center.
Data Analysis & Reporting
- Analyze weekly and monthly QA results to identify operational trends, training needs, and systemic issues.
- Synthesize performance data into actionable metrics and KPIs, producing concise executive summaries for senior leadership.
- Monitor campaign effectiveness by tracking and communicating feedback regarding promotional marketing offers and guest responses.
Position Requirements
Education & Experience
- Minimum of 2 years of experience in a quality assurance, coaching, or senior customer service role, preferably within a high-volume contact center or hospitality environment.
- Bachelor’s degree in business administration, Hospitality Management, Communications, or a related field is highly preferred; an equivalent combination of education and professional experience will also be considered.
Core Competencies
- Analytical Mindset: Proven ability to interpret QA data, identify performance trends, and translate metrics into actionable insights.
- Communication Excellence: Outstanding verbal and written communication skills with a strong commitment to structured follow-up and clarity.
- Adaptability & Resilience: Ability to multi-task, pivot quickly to changing business priorities, and thrive in a fast-paced, high-volume environment.
- Core Traits: Self-motivated with a high degree of initiative, innovation, attention to detail, and a passion for elevating guest experience.
Technical Skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Working knowledge of SharePoint or similar document management and collaboration platforms.
- Familiarity with Contact Center
Pay: $20.00 - $22.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $20 - $22