2026-6565 - Quality Coordinator

LGBT Jobs; Greater London; Híbrido; GBP 36 000 - 48 000; Tempo integral

Resumo da oferta

Dorchester Collection in London is seeking a Quality Coordinator to support delivery of Quality Assurance across the Global Contact Centre. You will monitor interactions, calibrate calls and emails, and provide timely feedback to teams.

Working with the L&D team, you will help maintain content on management systems, run regular quality checks, and mentor new starters to raise service standards. The role is permanent, based at Knightsbridge, with shift-based hours.

Qualificações

• Experience delivering QA standards across a Global Contact Centre.
• Ability to analyse specialist interactions (calls, emails, chats).
• Strong collaboration with L&D and operations.

Responsabilidades

• Support delivery of QA standards across the Global Contact Centre.
• Conduct call, email and chat calibrations to measure quality.
• Provide feedback and training to improve quality scores.
• Produce QA reports for management meetings.
• Mentor new starters to accelerate performance.

Conhecimentos

Quality Assurance

Call monitoring

Coaching

Team collaboration

Descrição da oferta de emprego

Job Location

3rd Floor, 1 Knightsbridge, London SW1X 7XS, UK

Location: 3rd Floor, 1 Knightsbridge, London SW1X 7XS, UK

Job Type: Permanent

Highlighted points for this job

Quality Coordinator role in Corporate Office/Contact Centre

Responsibilities include supporting Quality Assurance standards and evaluating specialists’ interactions

Location: 3rd Floor, 1 Knightsbridge SW1X 7LX, London

Division & Department : Corporate Office/Contact Centre
Contract Type : Permanent
Your future, our legacy :

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.

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

Location : 3rd Floor, 1 Knightsbridge SW1X 7LX London

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