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Hyatt Quality Analyst in MARION, Illinois

Description:

These positions can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

Quality Analyst is responsible for:

  • Performing interaction (ie. calls, chats, emails, etc) evaluations

  • Conducting targeted observation for project needs

  • Collaborating with Business Analytics resources to support Global Contact Centers, Hotel, and Hyatt data strategy

  • Curates content for the Global Contact Centers Repository of Interactions (archive of positive interactions)

  • Working to ensure consistency and alignment with Operations and Learning Teams via calibration and spot checks

Qualifications:

Experience

· Prior experience with Reserve required

  • Prior experience with Quality Assurance methodology preferred

Computer Skills Needed to Perform this Job

· Working knowledge of Microsoft Office applications (Word, Excel, Poweroint) required

  • Ability to multi-task with multiple windows open on the desktop required

  • Experience with SQL, Visual Studio, or Tableau preferred

Additional Comments and Requirements

  • Attention to detail required

  • Excellent verbal and written communication skills required

  • Ability to multi-task required

  • Ability to work remotely with little supervision required

  • Ability to work with other departments (Cross-functional)

  • Ability to work in a non-guest facing role for extended periods of time, observing interactions through a variety of channels

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

Primary Location: US-NE-Omaha

Organization: Worldwide Reservation Centers

Pay Basis: Hourly

Job Level: Full-time

Job: Quality Assurance/Hotel Operations Analysis

Req ID: OMA000925

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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