Quality Management Specialist

Job Summary

To ensure high-quality service experiences, the full-time Quality and Knowledge Management Specialist will evaluate associate interactions, maintain knowledge content, and support quality assurance initiatives in a remote capacity.

Key responsibilities

• Evaluate customer interactions across various communication channels and document quality evaluation findings
• Create, edit, and maintain knowledge articles and support resources based on business policies and operational feedback
• Identify trends and process improvement opportunities through quality reviews and data analysis

Required qualifications

• High school diploma/G.E.D. equivalent or higher education
• At least one year of related work experience
• Knowledge of the Marriott loyalty program and services (preferred)
• Familiarity with SQL programming (preferred)
• Experience in quality assurance or knowledge management roles is advantageous