Quality Assurance & Communications Specialist

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Description

Odysseys Unlimited, a Newton (Massachusetts) based tour operator and direct marketer, provides international small group tours to older Americans including members of some of the country’s most prestigious non-profit organizations. We have employment opportunities for professionals who are willing to use their talents to contribute to the growth and success of our expanding operation.

Title: Quality Assurance & Communications Specialist

Reporting To: Senior Manager or Manager, Guest Communications

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.

Responsibilities

• 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

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

Odysseys Unlimited is proud to be an Equal Employment Opportunity employer committed to maintaining a diverse and inclusive workplace. Applicants will not be discriminated against because of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, physical or mental disability, or any other status protected by law. All employment decisions are based on individual qualifications and business need to further the principle of equal employment opportunity.

Salary Description

$53,500.00 – $59,100.00 / year