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Quality and Admin Executive

https://www.marriott.com Logo

Marriott Bonvoy

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Location:
Malaysia , Kuala Lumpur

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Category:
Office Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Conduct quality assurance monitoring each period by closely monitoring and critiquing Customer Care Contact Center associates. Provide consistency of quality assurance process through consultation with analysts and department leadership. Recognize customer needs quickly to determine if Customer Care associates respond to guest needs in an accurate, courteous, and professional manner. Deliver and implement department training and quality assurance initiatives, based upon the direction of management. Monitor the progress of Quality Assurance Analyst work on both a regular basis and as needed during initiatives. Serve as subject matter expert and participate in the development of associate training and review material for systems, service skills, and department procedures. Supports the General Manager and his/her team by assisting on administrative responsibilities.

Job Responsibility:

  • Organizing, composing and distributing correspondence to both employees and guests
  • Initial response and follow up to inquiries
  • Collecting and tracking problem resolution information

Requirements:

  • Conduct quality assurance monitoring
  • Provide consistency of quality assurance process
  • Recognize customer needs quickly
  • Deliver and implement department training and quality assurance initiatives
  • Monitor the progress of Quality Assurance Analyst work
  • Serve as subject matter expert
  • Assist on administrative responsibilities
  • Follow all company policies and procedures
  • Ensure uniform and personal appearance are clean and professional
  • Maintain confidentiality of proprietary information
  • Protect company assets
  • Welcome and acknowledge all guests according to company standards
  • Anticipate and address guests’ service needs
  • Assist individuals with disabilities
  • Thank guests with genuine appreciation
  • Speak with others using clear and professional language
  • Prepare and review written documents accurately and completely
  • Answer telephones using appropriate etiquette
  • Develop and maintain positive working relationships with others
  • Support team to reach common goals
  • Listen and respond appropriately to the concerns of other employees
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
  • Perform other reasonable job duties as requested by Supervisors

Additional Information:

Job Posted:
January 03, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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