Specialist-Quality & Knowledge Management
Core
Evaluating customer service interactions and maintaining/updating knowledge base content to support associates in Customer Engagement Centers.
Role type
Quality Assurance & Knowledge Management Specialist
Builds
Quality evaluation reports and user-friendly knowledge articles for customer service associates
Domain
Hospitality / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Quality evaluation, knowledge base management, data analysis, process improvement, content auditing, stakeholder collaboration
Preferred skills
SQL programming, Marriott loyalty program knowledge
Responsibilities
Evaluate customer interactions across communication channels, create and maintain knowledge articles, analyze quality results to identify trends, audit knowledge content for accuracy, participate in calibration sessions, translate business policies into knowledge materials
Seniority
Individual Contributor, Entry to Mid-level