Quality Assurance & Member Services Support

JOB PURPOSE
The Quality Assurance & Member Services Support Agent is required to monitor all sales calls as well as member support calls to ensure that the final service observes the company's quality standards. Besides, support Member Service tasks to satisfy member’s enquiries.
Reporting Line:
Member Care & QA Manager – Vietnam and Philippines
=> QA & MS Support Agent
Role Responsibilities:
1. QA Tasks:
• Monitor both incoming and outgoing calls (Sales calls, MS calls, Courtesy calls) of the call center to evaluate member service and ensure quality standards.
• Sales call: Track performance of individual sales consultant, detect problems when it happens.
• MS call and Courtesy call: Carefully maintain complaints from members through records and tracking systems to improve level service.
• Call monitoring to keep track of the industry trend which may impact our products and services
• Uses quality monitoring data management system to compile and track performance at team and individual level (both low and high performers)
Participates in members listening programs to identify customer needs and expectations.
• Assist operations and company's quality service in tracking, documenting, and reporting quality levels to Member Care & QA Manager of VP.
• Provides constructive feedback through weekly report and conduct monthly meeting with all Program Managers of both countries.
2. MS Support Tasks
• Answering all reservation enquires via the following channels and transfer to Call Center
o Telephone
o E-mail
o Sales Consultants
• Answering all member services communication via the following channels
o Telephone
o E-mail
o Hotel direct
o Facebook
• Assisting members to use Accor tools such as website, app etc
• Handling and tracking of all member services matters for Vietnam members as per Accor Plus Policy
• Liaising with Hotels on member feedback and information on the membership as required
• Preparation of Member Service monthly Reports for Manager
• Dealing with all Member issues and feedback from communication channels.
• Dealing with all ALL-Accor Live Limitless issues related to Accor Plus members within Vietnam
• Communication with other regional Member Services personnel to assist inter region complaints
• Escalating Member complaints as applicable
• Carry out duties as allocated by the GM, Member Care & QA Managers and support other departments on handling member

Oversee, manage and/or participate in the onboarding and induction process of new employees in accordance with company policies
,#Determine individual employees (Loyalty Sales Consultants and managers) training needs and develop and deliver relevant training to ensure competency in the role and performance against set KPIs.
,#Carry out ongoing Coaching, Training and Career Development in accordance with company policies and coaching tools to ensure people in your team (new telesales, renewalists,

Business Administration, Problem Solving, Hotel Management, Call Center System