Contact Center Quality Assurance Lead

Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 310 guests and cruise around the world.

Our Mission: We imagine and deliver personalized and immersive experiences 180 degrees from ordinary

Our Vision: Enriching people’s perspective through inspired travel

Our Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible

We are seeking a Contact Center Quality Assurance Lead to be responsible for leading and evolving a quality program that will assess the customer experience, review frontline team member performance, identify opportunities and recommend solutions in a multi-channel environment.

This position is expected to be in the Miami office at least 3 days per week or other days as needed.

• Perform QA evaluations for Vacation Planning team members with frequency set by department KPIs
• Recommend improvements to QA process, guidelines, evaluation forms and training
• Provide statistical data and patterns of top errors by channel, skill, agent, or contact reason
• Provide Management with real time and daily/weekly/monthly/annual QA reporting.
• Work in partnership with department management team to improve the overall associate and department QA scores.
• Oversee the contact center survey tool’s setup, functionality, and integrations while generating and analyzing reports on customer satisfaction and agent performance.
• Identify trends from survey data to provide recommendations for improving customer experience, agent training, and quality assurance while optimizing survey distribution methods.
• Ensure survey processes comply with data privacy regulations, maintain data accuracy, and manage system security and permissions.
• Oversee the tool’s setup, functionality, and integrations while generating and analyzing reports on customer satisfaction (CSAT), Net Promoter Score (NPS), and agent performance.
• Coordinate with Knowledge base specialist to update items found to be out of date on Knowledge base platform
• Work with department management for required follow-up coaching or training needs
• Manage time, prioritize tasks and assignments to ensure they are completed within the designated period
• Requires flexibility in work schedule and days off to meet operational needs and call center hours of operation.
• Proactively keep up to date with all software /program enhancements.
• Support daily agent activities in real-time from the Windstar Help Desk/Lead Line, including answering phones, answering chat, answering email, projects, reports, and offline activities when required by management
• Offer support to the other members of the management team as needed and assigned by management
• Demonstrate integrity and impartiality in reviewing all relevant agent data.

• Previous experience in quality assurance, preferably in a call center or customer service environment.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks simultaneously and adjust based on priorities.
• Must be a team player that can take direction and/or work independently as required, in addition to supporting policies, procedures and team members.
• Able to perform effectively despite sudden deadlines and changing priorities.
• Self-starter with excellent task management skills
• An intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).

• Familiarity with Ring Central, Cresta, Seaware, WFM, and other relevant software systems perferred.

EEO: Windstar is committed to a diverse and inclusive workplace.  We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.