Manager - Quality Monitoring

The Gig:

The QA Manager will oversee the monitoring, evaluation, feedback and coaching delivery of all processes and interactions to ensure Virgin Voyages is meeting overall brand service standards.

This role is key in ensuring we are delivering on our service philosophy in exceptional guest service fleet-wide. He/She/They will be the main point of contact for all leaders to ensure the Crew in operational departments are delivering on our service philosophy and the appropriate coaching and feedback sessions are occurring. In addition, this role will be responsible for identifying service gaps and be the liaison between our Learn & Grow Team to ensure learning initiatives are developed where needed.

The role will support the implementation of the Quality Assurance strategy for the organization alongside the Quality Assurance Leadership Team. They will recommend enhancements, developments, and improvements to our current processes and training materials. They will deliver coaching, service recovery, insights and proof of impact to ensure service levels remain consistent and elevated in order to meet/exceed company objectives for both shoreside and shipboard service providing teams.

What You'll Be Up To:

• Review the quality of brand service standards across the organizations which includes in person or phone/written monitoring
• Demonstrate, advocate, and reinforce a positive team environment, professionalism, and the need to present a sincere & positive image of the company when interacting with our guests
• Other duties as assigned
• Manage a team of quality monitoring specialist that will lead in the monitoring and coaching of our crew
• Manage the analysis of all monitoring results and work closely with the Quality Assurance Analyst to make recommendations on how to enhance our service levels across the organization
• Lead the development and enhancement of our quality assurance strategy, processes and expectations based on business needs and internal/external service delivery expectations
• Identifies and shares best practices
• Identify and implement innovative ways to drive engagement and motivation towards service level improvements
• Oversee the delivery of Calibration meetings on a weekly basis and make recommendations for our crew members’ learning needs
• Manage the implementation and development of our quality assurance and performance management systems to support in the enhancement and efficiency of our program
• Lead the execution of our coaching and development efforts for our organization
• Manage, lead and perform quality reviews; which include but are not limited to monitoring of inbound and/or outbound calls to analyze and evaluate sales and service skills against established phone quality metrics, including but not limited, to call process measurements, accuracy of information provided, tone of employee, effective call management, and demonstrated professionalism
• Coach and mentor crew members through individual and group sessions based on performance needs
• Travel is extensive – Monthly travel is expected which may be planned or on short notice. Travel is a requirement of the job and a significant job component. May include international travel as necessary.
• Oversee the writing and development of all SOPs for the Quality Assurance Team

SuperPowers:

• 2+ years of directly related guest service experience and/or quality role
• Skilled with Google Suite (Sheets, Slides, and Docs) and/or Microsoft Office programs (Word, Excel, Outlook, etc.) to do trend analysis and regular reporting of metrics
• Strong communication (verbal, written, presentation) skills
• Proven work experience as a high performer, strong collaborator and/or team leader
• Organizational, decision-making, time management, project management and leadership skills
• Bachelor’s Degree and/or 2-3 years of experience
• Analytical skills (basic understanding of data analysis)

What Matters to Us:

At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. So, we won’t be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen. Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals -- we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.