QA, My RCL HR Assist in Pasay at Royal Caribbean Cruises Ltd.

Date Posted: 7/4/2020

Job Snapshot

Job Description

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The MyRCL HR Assist Quality Supervisor reports directly to the MyRCL HR Assist Quality Lead.  The primary responsibility is to ensure that the highest level of quality standards – timeliness and accuracy – are observed by the MyRCL HR Assist team. The QA Supervisor will monitor phone, email, and chat responses to assess the team’s demeanor, accuracy of information, customer service performance, and compliance to the processes.

Essential Duties and Responsibilities: 

  • Participates in design of call/email/chat monitoring formats and quality standards
  • Performs monitoring and assessments and then provides actionable data to various internal support groups as needed
  • Provide immediate coaching to specialist who committed violation on compliance which resulted to an auto-fail on the quality audit
  • Coordinates and facilitates calibration sessions for the operations teams
  • Provides feedback to supervisors, team leaders, and managers
  • Prepares and analyzes internal and external quality reports for management staff review
  • Initiate and conduct upskill training to all MyRCL HR Assist employees to help address process gaps and issues identified through analysis and calibration session
  • Serves as a backup resource for training as necessary
  • Perform other duties as assigned

Job Requirements

Qualifications, Knowledge, and Skills:

  • Excellent verbal, written and interpersonal communication skills with the ability to communicate and simplify complex concepts for better understanding
  • Listening Skills and knowing when to interject or ask questions to enable awareness
  • Excellent verbal, written and interpersonal communication skills
  • Process Documentation in different formats: Process Map, Desktop Procedures, RACI Matrix, etc.
  • Coaching and Mentoring Skills
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Knowledge and experience using any QA tool (Avaya, Nice, Witness, etc.)
  • The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.  The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. The employee is occasionally required to walk to the dock, ascend and descend the vessel. This position may regularly travel domestically or internationally. Visual requirements include distant, close and color vision, and ability to adjust focus
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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