Guest Service Contact Center Quality Assurance Specialist

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Floridas Top Workplaces and one of Americas Best-in-State Employers by Forbes, we are committed to our power of we culture.

Are you looking for a place where you can bring your authentic self to work every day andbe able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.

• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

• We invest in training and development opportunities for all team members.

• We promote social responsibility by being a good neighbor in the community.

• We care for you, just as we care for others.

About Lakewood Regional Support

Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.

Who We Are: Founded in 1960, Loews Hotels & Co-operates iconic hotels and resorts across the U.S. and Canada. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here; youll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every rolefrom Guest Services to Finance, Culinary to IToffers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

What We Offer:

• Competitive health & wellness benefits, 401(k) & company match
• Paid Sick Days, Vacation, and Holidays, Paid Bereavement
• Pet Insurance and Paid Pet Bereavement
• Training & Development opportunities, career growth
• Tuition Reimbursement
• Team Member Hotel Rates, other discounts, perks and more
• Many of our Leadership positions are bonus eligible

What Were Looking For:

As a Quality Assurance Specialist at the Guest Services Contact Center (GSCC), you will be responsible for ensuring the highest standards of service quality are consistently met. You will support the continuous improvement of call center performance, focusing on monitoring, analyzing, and enhancing customer interactions to ensure guest satisfaction. This role requires a keen eye for detail, strong communication skills, and a proactive approach to identifying and addressing opportunities for improvement.

Who You Are:

• Detail-oriented with a focus on maintaining high standards of service quality
• Has the ability to understand different training styles for new hires and also, new concepts and policies
• Enjoys using Microsoft suite products as a tool to track and present team member and guest trending.
• Veterans and military spouses encouraged to apply

What Youll Do:

• Conduct regular call monitoring and assessments to evaluate team and individual performance.
• Use the Quality Monitoring Data Management System to track and report on key performance metrics.
• Provide actionable insights and trend analysis to help drive continuous performance improvements.
• Support ongoing team member training, focusing on skill development and performance growth.
• Develop and maintain training materials, ensuring they are aligned with Loews Hotels procedures and policies.
• Collaborate with management to identify training needs based on performance data and trends.
• Collaborate with the management team to resolve service issues and guest complaints in line with company standards
• Ensure accurate and timely updates regarding changes in processes, procedures, or guest service protocols are communicated to the team.
• Monitor and audit systems (Xtend, Clarity, Opera, HotSOS, Medallia) for accuracy and to ensure proper service delivery.
• Provide regular reports on individual and team performance, highlighting areas of strength and opportunities for improvement.
• Perform other duties as assigned to support the departments goals.

Your Experience Includes:

• Proven experience in quality assurance or a related role within a customer service environment, preferably in a call center.
• Excellent communication skills, both written and verbal.
• Familiarity with call center systems such as Xtend, Clarity, Opera, HotSOS, and Medallia is a plus.
• Ability to work independently and collaborate effectively with team members and other departments.
• Knowledge of quality monitoring systems (such as NICE) and compliance with relevant laws and regulations.
• Ability to work flexible hours based on department need.