Job Summary:

• As a Quality Assurance Specialist, you’ll be the guardian of our service standards, ensuring our offerings meet the highest quality expectations. Collaborate with our Training, Client Services, and Operations teams to drive continuous improvement and uphold our vision of being the most trusted provider of personalized services globally.

Key Responsibilities:

• Manage QA Processes: Oversee the QA process, ensuring calls and requests are monitored and scored monthly. Document and feedback findings, and create regular QA reports
• Drive Service Improvements: Coach teams based on QA findings, participate in forums to identify improvement opportunities, and implement solutions. Assess success through targeted audits
• Collaborate and Train: Work with training teams to align on expectations, deliver practical training, and create coaching materials

Requirements

Education/Experience:

• Bachelor’s degree or equivalent combination of education and experience
• Minimum 3 years working experience for a premium Hospitality, Hotel, Travel or Leisure company
• Minimum 2 years experience working in a similar role
• Proficiency in English and Norwegian and Swedish, both written and spoken

Knowledge, Skills & Abilities:

• Communication: Confident and persuasive with excellent verbal and written communication skills for effective interaction with clients, management, and business partners. Professional Norwegian and Swedish language skill with at least C1 proficiency based on the Common European Framework of Reference for Languages (CEFR)proficiency
• Member Advocacy: Passionate about service delivery standards, demanding excellence on behalf of our members
• Tactful: Ability to maintain good relations and show consideration for others
• Discretion: Capable of handling sensitive and confidential matters with care
• Common Sense: Ability to apply practical understanding to carry out detailed but straightforward instructions
• Responsibility: Accountable for one’s conduct and performance
• Independence: Self-motivated with the ability to work independently with minimal supervision
• Attention to Detail: Keen eye for minute details in projects or tasks
• Time Management: Efficient in organizing and completing work within given deadlines
• Project Management: Skilled in organizing and directing projects to completion
• Multitasking: Ability to handle multiple priorities simultaneously
• Accuracy: Committed to performing work accurately and thoroughly
• Computer Proficiency: Advanced skills in MS Office, CRM tools, and internet applications