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Quality Assurance Rep - Call Center

Location: Scottsdale, AZ
Job # 388547
Date Posted: 02-25-2011
International Cruise & Excursions, Inc (ICE) is looking for a QA Rep to join our Scottsdale based Quality Assurance Team! ICE is an award winning leader in the Travel & Leisure Industry and was recently recognized as one of the Best Places to Work in 2010 by the Phoenix Business Journal!!

Bilingual is a plus!!

Position Purpose:
To evaluate each agent in reference to the guidelines of the Company Standards.

*This position requires Intermediate Excel Skills and Typing of 50WPM.

A QA monitoring is a detailed review of how the customer was treated with respect to professionalism along with the following of the outline of the script. To verify that the validation/sales call was complete and the customer is satisfied. Responsible to listen for out the norm conduct and report any findings to the supervisor.

In order to qualify for this position, you need to be able to type 50 wpm. Please click on the link below to take a typing test. Results will come directly to ICE!

Essential Duties:
Sales monitoring
Customer Service monitoring
Validation monitoring
Transcription of Customer Feedback Lines for all brands
Transcription of all voicemail for ECT agents, including logging
Creation of reports, presentations and documents under direction
General administration and support of overall department operations as needed

Set-up computer to monitor all sales/customer service calls through the witness program. Bring up monitoring forms, customer service/sales monitoring, validations and tracking sheets. Monitoring of all calls, per date, per agent and per call. Evaluate each agent as to Sales/Customer Service Monitoring Form and enter results on tracking sheet. The same steps are required for Validations. The number of Agents per day depends on length of call. In general, 25 to 35 monitors per day.
Qualifications/Requirements of the Position:
High school diploma
Typing skills, minimum 50 WPM
Intermediate Excel skills (including ability to create spreasdsheets)
Strong computer skills including Word, Power Point, Outlook
Excellent multi-tasking and organizational skills
Excellent attention to detail
Strong written and verbal communication skills
Strong interpersonal, verbal and teamwork skills
Strong organization and prioritization skills
Self-directed, able to maintain productivity with minimal supervision
Knowledge of OVS/Membermaint Booking System Preferred
Familiar with general information of all major cruise lines
Understand legal requirements of the validation as it relates to the customer needs and their requirements and responsibility
Spanish Speaking preferred
Ability to sit for long hours and listen and use evaluation process to make decisions on a daily basis

Travel discount/benefits on cruises and resort stays!!!
IATA (Travel Agent Discount Card)
Comprehensive benefits program including:
Medical, dental, vision and life insurance
Onsite Cafeteria
Onsite Wellness Clinic
Onsite Massages
Workout Center with showers
Nail Salon
Short term and long term disability insurance
Paid time off for holidays and personal time
401(k) plan
Flexible spending accounts (health and child care)
Legal insurance
Group auto and home insurance
Pet insurance
Employee Assistance Program
Employee Referral Program
Credit union membership
Discounts for day care and other community vendors
Important Notes
This position will work in Scottsdale, Arizona and will require the ability to work a flexible schedule to possibly include evenings, weekends & split days off.
Melody L. Nelson
Recruiting Specialist
International Cruise and Excursions, Inc.
(602) 626-2609
(602) 626-2607 Fax
(888) 320-4234 ext. 2609
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