Specialist, Quality & Knowledge Management

STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD.; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD. is hiring a Quality & Knowledge Management Specialist to ensure high-quality service experiences across the Customer Engagement Centers.

You will evaluate associate interactions and maintain accurate knowledge content to guide performance and operational consistency. You will combine quality assurance evaluation with knowledge management tasks such as creating and updating knowledge articles, supporting calibration sessions, and partnering with

Qualifications

• High school diploma or equivalent.
• At least 1 year of related work experience.

Responsibilities

• Evaluate customer interactions across supported channels.
• Review quality evaluation results and document findings.
• Identify recurring issues and opportunities through quality reviews.
• Participate in calibration sessions for evaluation consistency.
• Support quality assurance through data collection and documentation.
• Create, edit, publish, and maintain knowledge articles and resources.
• Translate policies and updates into knowledge materials for associates.
• Review knowledge content based on business changes and feedback.
• Audit knowledge materials for accuracy and duplication.
• Analyze results and gaps to improve content.
• Monitor content usage to drive continuous improvement.
• Collaborate with stakeholders to validate updates.

Skills

Quality Assurance

Knowledge Management

Data Analysis

Content Curation

SQL Programming

Communication

Education

High school diploma/G.E.D. equivalent

Tools

SQL

Job description

JOB SUMMARY

The Quality & Knowledge Management Specialist supports delivery of consistent, high-quality service experiences across the Customer Engagement Centers (CEC) by evaluating associate interactions and maintaining accurate, user-friendly knowledge content. This role combines quality assurance evaluation with knowledge management responsibilities to ensure associates receive clear guidance and actionable feedback that drives performance, service excellence, and operational consistency.

CANDIDATE PROFILE

Education and Experience

Required

• High school diploma/G.E.D. equivalent, secondary education, certificate, or local equivalent.
• At least one-year of related work experience. No supervisory experience is required

Preferred

• Knowledge of Marriott loyalty program and services
• Knowledge of SQL Programming
• Excellent written and verbal communication skills

COREWORK ACTIVITIES

• Evaluate customer interactions across supported communication channels.
• Review quality evaluation results and document findings.
• Identify recurring customer service issues, trends, and process improvement opportunities through quality reviews.
• Participate in calibration sessions to support evaluation consistency and quality standards.
• Support quality assurance initiatives through data collection, analysis, and documentation activities.
• Create, edit, publish, and maintain knowledge articles and support resources.
• Translate business policies, procedures, and process updates into knowledge materials and associate guidance.
• Review and update knowledge content based on business changes, operational feedback, and quality findings.
• Audit knowledge materials to identify outdated, inaccurate, or duplicate content.
• Analyze quality results, associate feedback, and knowledge gaps to identify content improvement opportunities.
• Monitor content usage and feedback to support continuous improvement of knowledge resources.
• Partner with stakeholders to collect information and validate knowledge content updates.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.