Quality Coordinator

Dorchester Collection; Greater London; Hybride; GBP 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Complimentary stays with breakfast

50% off at bars and restaurants

£750 Refer a friend bonus

World class development opportunities

Social events

Workday lunches (prepaid card)

Season ticket loan

Cycle to work

Exclusive retailer discounts

Résumé du poste

Dorchester Collection in London is seeking a Quality Coordinator to support the Global Contact Centre in upholding our brand promise and guest experience. You will monitor QA standards, deliver updates, calibrations, and provide feedback on interactions across channels.

You will collaborate with Senior Quality Coordinators, mentor new starters, and drive targeted improvements through training and process enhancements. This role operates on shift-based hours to cover key hours across the UK.

Qualifications

• Good knowledge of quality audit, assurance standards and procedures in a contact centre environment.
• Strong communication skills with a customer service ethos.
• English is the primary language; proficiency in French, Italian, or Arabic is a plus.

Responsabilités

• Support the delivery of Quality Assurance standards across the Global Contact Centre to ensure correspondence across channels aligns with brand and customer experience standards.
• Provide statistics for meetings and calibrations to ensure quality targets are met and trends are highlighted.
• Deliver QA updates in team meetings based on latest trends.
• Collaborate with Senior Quality Coordinators to ensure quality standards are followed.
• Evaluate specialists’ interactions across all levels, including remote listening, emails, and chat, and provide feedback.
• Improve team quality scores through projects, training, and onboarding information.

Connaissances

Quality audit

Quality assurance

Customer service

Communication skills

English proficiency

Description du poste

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

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.

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 [e-mail] 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.

Reference

2026-6565

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