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.

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
• Competitive retirement scheme

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  

• 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.