Guest Experience Quality Strategist

Frey Consulting Group; Edison (NJ); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Frey Consulting Group seeks a Quality Assurance Specialist to strengthen the Guest Experience by evaluating service quality, identifying improvement opportunities, and ensuring processes and standards are consistently executed.

The role partners with GXC leadership to conduct quality and operational audits, review guest interactions and escalated cases, and translate findings into actionable coaching, training, and process improvements.

Qualifications

• 2+ years of experience in customer service, guest experience, or quality assurance.
• Proficiency with Microsoft Office applications, especially Excel and PowerPoint.
• Strong written and verbal communication; detail-oriented and organized.
• Experience documenting findings and communicating performance observations.

Responsibilities

• Conduct recurring quality audits of guest interactions, service cases, and workflows.
• Identify trends and opportunities; coach and train team members.
• Prepare case summaries outlining findings and recommended actions.
• Maintain documentation of audits, coaching activities, and training participation.

Skills

Customer service

Quality assurance

Communication

Training

Tools

Microsoft Excel

PowerPoint

Job description

Frey Consulting Group seeks a Quality Assurance Specialist to strengthen the Guest Experience by evaluating service quality, identifying improvement opportunities, and ensuring processes and standards are consistently executed.

The role partners with GXC leadership to conduct quality and operational audits, review guest interactions and escalated cases, and translate findings into actionable coaching, training, and process improvements.