Quality Coordinator

London Source: WhatJobs

£750 Refer a friend bonus scheme

We care about your career and are known for having the absolute best people in the industry. When you join us as a Quality Coordinator you start a unique opportunity to become celebrated as the very best in your field. You’ll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.

What you'll get

As a Quality Coordinator at the Global Contact Centre, here are just some of the great benefits you will receive:

Complimentary stays with breakfast included in all 10 Dorchester Collection hotels – stay once a year at each hotel!
50% off at bars and restaurants within all of our Dorchester Collection hotels
£750 Refer a friend bonus scheme
World class development opportunities
Social events throughout the year
Workday Lunches in the form of a prepaid contactless card
Season ticket loan and cycle to work scheme
Exclusive Access to a discount platform featuring 1000s of retailers

What you'll do

You’ll love what you do and take pride in delighting our guests:

You will be responsible for supporting the delivery of Quality Assurance standards across the Global Contact Centre to ensure correspondence through all channels are handled in line with Dorchester Collection brand promise and customer experience standards.
You’ll also provide statistics for meetings and calibrations with the Global Contact Centre Team to ensure that quality standards and targets are achieved, and any trends are highlighted.
You will be responsible for regularly delivering Quality Assurance updates in team meetings based on latest trends
Working closely with Senior Quality Coordinators to ensure quality standards are followed
As the Quality Coordinator, you will be responsible for evaluating specialists’ interactions for all seniority levels which includes remote listening, guest emails, WhatsApp chat, booking process quality check and will be providing direct and indirect feedback.
You will be tasked with improving team quality score through projects and delivering training, plus induction information during the on-boarding process.
You’ll be responsible for delivering targeted regular mentoring with new starters to optimise performance and identify areas of development.
Our values of, Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Quality Coordinator, you’ll have the opportunity to bring these to life and continue to create our legacy.

Some other aspects of the role include:

Collaborate with departmental L&D team on keeping content on management systems in line with quality standards and protocols.
Conduct call, email and WhatsApp calibrations to monitor customer calls, assess customer emails, and apply measurements against quality standards and guidelines.
Monitor accuracy of reservations across all systems, facilitate quality checks, implement booking amendments, produce reports and facilitate seamless handover to Global Contact Centre Management team
Follow up on quality feedback received from hotels in a timely manner.
Participate in Quality Assurance related projects.

The items shared are the essence of a day in the life of a Quality Coordinator, but we’ll make sure you are provided with specifics on how we care for our Collection. The operational hours of work are shift-based and may be subject to change. These are currently set as:

Monday to Friday: 07:00 to 22:00 and Saturday & Sunday: 08:30 to 19:00

What you'll bring

You’ll bring your unique personality and passion to the role and the team.
You have good knowledge of quality audit, assurance standards and procedures in a contact centre environment.
Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service ethic.
English is the primary language used in our company. You can comfortably communicate in this language. Native or proficient command of the French, Italian, or Arabic language, spoken and written, is preferred, but not essential.

Job Location

United Kingdom

Location

3rd Floor, 1 Knightsbridge SW1X 7LX London

Who we are

We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Our Hotels

Treasured by guests. Cherished by employees. Celebrated worldwide.

Diversity and Inclusion at Dorcher Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity.

If you need us to do anything to support you during the recruitment process, such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself, please email so that we can discuss how we can support you through the process. Please note that we will not be able to respond to individual enquiries about update.