French Quality Analyst
IHGÂ® (InterContinental Hotels Group) is one of the world's leading hotel companies with a presence in almost 100 countries. Among our many brands, InterContinental Hotels & Resorts, Kimpton Hotels, Hualuxe, Crowne Plaza, Hotel Indigo, Holiday Inn, Holiday Inn Express, Even Hotels, Staybridge Suites, and Candlewood Suites, we have over 5,200 hotels. We create Great Hotels, Guests LoveÂ® everyday for millions of people and we are looking for people just like you to join our award-winning team.
At IHGÂ® we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.
We are looking for French Quality Analyst who will be responsible for evaluating Reservations/ Customer Care contacts, identifying/ reporting performance gaps that impact service delivery/ customer satisfaction/ revenue/ costs/ operational efficiency, and providing feedback/ recommendations/ relevant insights to drive continuous improvement. The Quality Analyst will helps the Central Reservations Office achieve key operational goals (e.g., revenue, customer satisfaction, efficiency, etc.) through regular and accurate quality monitoring and feedback. He/she also flags critical areas of concern (those that impact customer satisfaction and operations) to the Team Manager or Operations Manager. Quality Analysts look for potential quality gaps that require process improvement and/or system enhancements.
Essential Duties and Responsibilities
â¢ Evaluate and monitor phone/non-phone contacts vis-Ã -vis critical performance standards
â¢ Provide accurate, consistent and fair evaluations along with positive feedback to Reservations Sales Specialists/ Customer Care Representatives
â¢ Identify, analyze and report performance gaps, trends, reasons for non-conversion, causes of customer dissatisfaction, drivers of AHT, and other service defects that impact the achievement of operational goals
â¢ Flag contacts that have critical deviations to quality standards and report such to the Team Manager and the Operations Manager so that immediate action can be undertaken to prevent guru cases and/or customer complaints
â¢ Identify training needs, process improvement opportunities and possible system enhancements
â¢ Provide recommendations/ relevant insights to help improve service quality , drive revenue, reduce costs, improve turnaround time and increase customer satisfaction <br><br> Qualifications and Technical skills :
Ideally, the role will need candidates with experience in customer service, call center, contact center, BPO, sales, and/or hotels but we are interested in you even if you don't.
â¢ Must be fluent in oral and written communication skills in French
â¢ Must have good English communication skills
â¢ Excellent listening skills
â¢ Highly analytical with strong attention to details
â¢ Proficient in MS Office applications and internet savvy along with other relevant system competencies
â¢ Good presentation skills Compensation and Benefits:
â¢ Experience Pay and Language Premium
â¢ Regularization of employment after 90 days
â¢ Hotel Discounts Worldwide for you and your family and friends
â¢ Retirement Plan
â¢ Medical Insurance (for employee and immediate family members)
â¢ Dental Insurance
â¢ Life Insurance
â¢ Accident Insurance
â¢ 30 days Leave Credits (15 days convertible to cash)
â¢ Incentive Programs
â¢ 20% night differential shift
â¢ Global Recognition Programs
â¢ Global career opportunities, training and room to grow opportunities
â¢ Great location
â¢ And Much More! Our reservations/contact centre in Makati is conveniently located at the
29th floor Tower 2 RCBC Plaza, Ayala Avenue cor. Sen. Gil Puyat, Makati City.