Process Quality Management, Lead

Royal Caribbean Group is a New York Stock Exchange-quoted global cruise vacation company that controls and operates three global brands: Royal Caribbean International, Celebrity Cruises, and Silversea Cruises. Together these brands operate a combined total of over 60 ships. They operate diverse itineraries around the world that call on all seven continents.

Silversea is looking for a Process Quality Management, Lead to join our local team!

The Process Quality Management, Lead will monitor top and emerging contact center transaction trends and reviews which indicate process and policy friction points for guests, trade partners, and contact center agents during interactions from booking research all the way to post cruise experience.

This position will collaborate with cross-functional teams to root cause friction points and identify proper courses of action to eliminate such as Process reengineering; technology/system enhancements; policy interventions. This position will coordinate, across various cross-functional teams (Product, Revenue Management, Digital Services, IT, Marketing, Contact Centers) to ensure readiness of contact center and sales teams to support new product and service launches for the brand.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Assesses the functions, objectives and requirements of the contact center as a delivery channel of Sales and Services to the SSC brand  

• Identifies problems concerned with business strategy, policy, organisation, procedures, methods and markets that present friction points to the contact center delivery of services to guests and trade partners.  

• Determines the appropriate method of data collection and research methodology, analyses and interprets information gained and formulates and implements recommendations and solutions  

• Analyzes quantitative and qualitative metrics such as call volumes, handle times, customer satisfaction scores, and quality scores to track contact center performance and identify trends or recurring issues.  

• Monitors executive and other escalation channels for highly escalated experience friction points.  

• Performs periodic industry and market benchmarks to bring innovation and enhancements into the contact center operations of Silversea.   

• Prepare comprehensive reports on quality assurance findings, performance trends, and recommendations for process improvements, providing insights to executive leaders for data-driven decision-making.  

• Project manages and coordinates cross-functional activities and initiatives to execute recommended process fixes, policy changes, and process improvements.  

• Creates and drives activities of cross-functional taskforces for readiness to new product and services’ launches.   

• Ensures new product and service introduction reduces complexity and promotes ease of access for guests, agents and our contact center teams   

• Monitor and review the effectiveness of quality assurance processes, adjusting as needed to align with evolving business needs and customer expectations.  

• Collaborate with training teams to develop and deliver targeted training programs based on identified skill gaps, new product/service launches, or changes in policies and procedures.  

• Financial Responsibilities

QUALIFICATIONS, KNOWLEDGE, AND SKILLS 

• Bachelor of Arts, or Bachelor of Science in Industrial Engineering or a related field required.    

• Preferred experience in Quality Assurance or Process Improvement methodologies, such as Lean Six Sigma or equivalent project management certifications.   

• Project Management certified practitioner  

• 7-12 years contact center experience preferred, or an equivalent combination of education and experience acceptable.   

• Global travel required  

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  

• Ability to identify problems concerned with business strategy, policy, organization, procedures, methods and markets  

• Ability to write reports, business correspondence, and procedure manuals.   

• Ability to effectively present information and respond to questions from business leaders. 

• Must possess excellent interpersonal skills.

• Strong verbal and written communication skills required.   

• Should effectively build relationships and encourage collaboration in order to manufacture positive and significant outcomes.   

• Able to conduct research, draw upon a variety of resources, facilitate ideation of targeted and creative solutions amongst subject matter experts.   

• Able to manage change, anticipates needs, and makes recommendations for improvement.   

• Demonstrate strong initiative.   

• Demonstrate consulting, project management and organizational skills.   

• Demonstrate effective questioning and listening skills.