Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You'll learn more about this during the recruitment process.
JOB SUMMARY:
The Associate Analyst/Quality is responsible for monitoring and scoring calls for Team Members handling all call categories at the Guest Contact Center. The QAA's primary focus is to evaluate and score recorded conversations, listening with specific focus on the areas of Customer Service, Sales, Call Handling/Management, Product, Policy and Procedure delivery during guest interactions. The Associate Analyst is also responsible for identification of potential process improvement opportunities and partnership with GCC Management, UO IT and other Universal departments in development of process and system upgrades.
MAJOR RESPONSIBILITIES:
Daily Listening and Evaluating calls entering information into scoring tool. Weekly Reporting on monitoring results and trends.
Weekly and monthly review of Quality reporting database to define and develop process improvements at the GCC and Universal Orlando as a whole. Daily documentation and following up on identified process gaps or escalated issues from call observations.
Attending training to stay current with systems, products, policies and procedures as related to the GCC and Universal.
Weekly Calibration of calls with QA and/or Leadership to ensure coaching alignment.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Perform other duties as assigned.
EDUCATION:
High school degree or GED is required.
Associate's degree (AA) is preferred.
Bachelor's degree is preferred.
EXPERIENCE:
2+ years of call center experience preferred.
Background in training or process improvement preferred.
Familiarity with quality monitoring/scoring/coaching processes needed; or equivalent combination of education and experience.
ADDITIONAL INFORMATION:
The QAC will work with Team Members, Supervisors, Training, Quality Analyst and GCC Leaders with the goal of understanding and improving the quality of processes and guest interactions at the Guest Contact Center. The individual would be responsible for maintaining confidentiality with regards to guest interactions and Team Member results. May provide training, coaching, feedback and assistance to Team Members to make sure they understand product information, system procedures, information delivery or policies and procedures related to quality. May be asked to work with other departments within Universal as a representative of Quality for the GCC. Has to be able to demonstrate the ability to take calls at an above standard level of proficiency.
Your talent, skills and experience will be rewarded with a competitive compensation package.
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