Quality Assurance Lead, Care Team & Operations - (Hybrid)

Cruise Planners is the largest franchisor of home-based travel agencies across the country that independently book cruises, tour, and land vacations. Cruise Planners has achieved Top Producer status with virtually every cruise line, tour, and resort company. Cruise Planners has been named the No.1 Cruise Tour / Travel Agency by Entrepreneur Magazine for the past 10 years and recently featured in Entrepreneur as one of the top 30 franchise innovators in technology. Cruise Planners positions franchise owners for success by providing them with innovative marketing, booking and lead-generating tools as well as professional development and hands-on training with the industry’s top executives. Cruise Planners Home Office was won awards such as Coolest Offices and Top Places to Work in South Florida by Sun Sentinel and South Florida Business Journal.

Role Title: Quality Assurance Lead, Care Team & Operations - (Hybrid)

Job Summary: As a Quality Assurance Specialist, you will be responsible for assuring team member professionalism, productivity, and quality by providing feedback and identifying areas of improvement to provide exceptional customer service. This includes assisting our Operations Training Manager with a smooth transition plan for onboarding new team members and updating training resources.

Responsibilities:

• Monitor incoming calls, tickets, and chats to ensure our team provides exceptional customer service.


• Provide coaching and feedback to team members by identifying areas of improvement or best practices that contribute to the overall success of the team.


• Conduct regular quality assurance evaluations on calls received, tickets answered, or chats responded to


• Develop and Implement quality assurance processes and procedures for delivering exceptional customer service.


• Analyze data to identify trends and potential training opportunities.


• Communicate effectively with team members, managers, and executive team to provide updates on quality assurance initiatives, results, and trends.


• Identify training needs and communicate next steps with Operations Training Manager


• Work with Assistant Manager while onboarding new team members as they transition from classroom training to call center environment.


• Contribute to the development of goals or objectives for the Care Team based on data captured from quality assurance process.


• Conduct regular audits of CP Genie and make sure content is kept current with latest information or enhancements.


• Share CP Genie findings with Department Heads and Manager of Creative Resources so that subsequent edits or revisions can be completed.


• Collaborate with other departments to ensure consistency is maintained when delivering customer service, trouble shooting for resolutions, and escalating problem situations.


• Provide assistance with calls, tickets, and chats as needed.

Competencies:

• Proven written and communication interpersonal skills


• Experience in call center environment


• Familiar with quality assurance practices, mentoring and interpersonal skills


• Demonstrate strong coaching and ability to motivate team towards desired results


• Must be able to multi-task


• Must be detailed and well organized


• Knowledgeable with Microsoft Office Suite
  

Requirements: 

• High School Diploma or GED Equivalent 


• 3+ years of experience in customer service, quality assurance, operations, or relevant field 
  


• Travel Industry Experience (Preferred)

This is a hybrid role (Mondays and Fridays – remote and Tuesdays-Thursdays on-site)

Cruise Planners provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. Cruise Planners complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities or team members. This policy applies to all terms and conditions of employment.