Quality Coordinator – Global Contact Centre QA & Training

Dorchester Collection; Greater London; Híbrido; GBP 28.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Quality audit

Quality assurance

Customer service

Communication skills

English proficiency

Descripción del empleo

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.