Guest Experience and Quality Assurance Supervisor

The Guest Experience and Quality Assurance Supervisor is responsible for the management, development, and continuous improvement of guest experience and quality assurance programs within the Contact Centre.

This role is pivotal in ensuring that all guest interactions consistently reflect Island Routes’ high standards of service, professionalism, and satisfaction, while actively contributing to increased conversion and customer satisfaction rates along with customer retention and revenue growth.
The Supervisor leads the quality assurance framework by overseeing the evaluation of both Guest Experience Associates and Quality Analysts, ensuring that performance standards are met and exceeded. Through regular call monitoring, data analysis, and performance reviews, the Supervisor guarantees that actionable feedback and targeted coaching are delivered consistently and effectively. This role is instrumental in fostering a culture of service excellence, accountability, and continuous learning across the Contact Centre.

Responsibilities:

• Update and maintain service procedures, manuals, and standard operating procedures (SOPs) for the department.
• Manage and monitor the resolution of guest experience issues across all sales channels.
• Investigate chargebacks and provide the Accounts team with the necessary documentation and responses.
• Review and manage incident reports related to VIP attractions, ensuring appropriate follow-up.
• Compile weekly reports on guest experience issues with corrective action recommendations to the Head of Department (HOD).
• Create monthly reports identifying the top five areas of concern, including partner-related issues.
• Recommend training initiatives based on recurring guest experience issues.
• Maintain an organized workflow and prioritize tasks to ensure efficient service delivery.
• Provide feedback to the Product Department regarding inconsistencies in product offerings and services.
• Liaise with partners to address and resolve billing issues.
• Ensure all internal and external communication is timely, accurate, and professional.
• Keep detailed records and documentation of guest experience activities, decisions, and outcomes.
• Develop and implement guest feedback and complaints procedures; collaborate with other managers to drive service improvements.
• Analyze service statistics and compile accurate performance reports.
• Lead training sessions for Guest Experience Associates.
• Monitor guest experience associate’s performance regarding response times, accuracy, and quality of information shared.
• Provide coaching to improve guest experience associates' efficiency, communication, and issue resolution.
• Supervise, mentor, and support the Quality Analyst team to ensure consistent execution of quality standards and procedures.
• Conduct regular one-on-ones, performance reviews, and coaching sessions to support individual development and team goals.
• Set clear performance expectations and KPIs for the QA team, ensuring alignment with organizational objectives.
• Manage the overall quality assurance framework, ensuring evaluation criteria, scoring methods, and calibration standards are consistently applied.
• Oversee the auditing of guest interactions (calls, emails, chats, etc.) to measure service delivery, compliance, and process adherence.
• Identify gaps in quality assurance practices and implement enhancements to strengthen evaluation accuracy and fairness.
• Analyze QA data to uncover trends, root causes of service issues, and training opportunities.
• Create and present detailed reports and dashboards to the leadership team on quality metrics, agent performance, and process adherence.
• Track and report on team-level performance (QA Analysts) and front-line-level insights (Customer Service Agents or Sales Reps).
• Lead regular calibration sessions with QA Analysts and Team Leaders to ensure consistency in scoring and expectations.
• Support the onboarding and continuous training of QA Analysts to ensure they remain skilled in new products, systems, and QA methodologies.
• Recommend process improvements based on QA findings to drive efficiency and enhance service delivery.
• Oversee the use and optimization of QA platforms and monitoring tools (e.g. Calabrio).
• Adapt to changes in systems and applications as needed.
• Any other duties as assigned by management.

Qualifications, Experience and Skills:

• Minimum bachelor’s degree in business, Communications, Hospitality, or a related field.
• Minimum of 3 years’ experience in quality assurance or customer experience role within a contact center or hospitality environment.
• Proven experience in quality monitoring, agent coaching, and performance evaluation.
• Strong knowledge of customer service, best practices, QA methodologies, and quality management systems.
• Excellent analytical, communication, and interpersonal skills.
• Proficient in contact center technologies, QA software, and CRM platforms.
• Detail-oriented with strong organizational and problem-solving abilities.
• Experience in providing customer service support.
• Must have advanced proficiency in Microsoft Word, Outlook, Excel & PowerPoint.
• Must have excellent written and communication skills.
• Must be able to multi-task and have Project Management Skills.
• Must be self-motivated, stress/pressure resistant, and a quick learner.
• Must be able to develop/maintain constructive working relationships internally as well as externally.
• Must exhibit integrity, professionalism, and good deportment at all times.
• Must be confidential.
• Must be creative, responsive, and adaptive in a dynamic environment.
• Must be flexible to work weekends, holidays, and on shifts.