Award winning cruise specialist travel company based in Manchester are seeking an experienced Training & Quality Assurance Officer to develop and administer training programs. You will support Team Leaders to train, measure and evaluate the performance of the Reservation Consultants to ensure interactions with guests and agents alike meet a certain level of service quality and consistency of sales through service. Are you an Outgoing ' go-getting individual who loves to inspire and motivate people to reach their full potential? This could be your dream job and something you don't want to miss out on. Apply today!

JOB DESCRIPTION:
* Ensure customer interactions are aligned with business goals.
* Co-manage induction program and ongoing training initiatives for reservation staff
* Create and maintain monitoring formats and quality standards
* Perform 70% of call monitoring across the reservations team, providing feedback and trending data to team leaders & management
* Provide actionable data to internal support groups as needed
* Coordinate and facilitate call calibration sessions for call centre team
* Identify common customer issues, improve customer experience and assist to standardize communication and processes with customers.
* Provide feedback to call centre team leaders and managers
* Prepare and analyse internal and external quality reports for management review
* Provide training and coaching to new and existing staff
* Ensure feedback is considered and consistent
* Assist in helpdesk and taking reservation calls when required

EXPERIENCE REQUIRED:
* Experience of delivering and facilitating training is essential and ideally this will be from a Travel / Cruise background.
* You will have the ability to confidently deliver training to people all levels and pro-actively identify an additional training needs that may be required.
* Exceptional analytical skills
* Solid time management skills
* Excellent verbal, written and interpersonal communication skills
* Outstanding technical skills
* Customer service skills and dedication to providing customer care
* Self-motivated
* Ability to effectively work with people at all levels
* Ability to multitask and successfully operate in a fast-paced team environment
* Must adapt well to change and successfully set and adjust priorities as needed

PACKAGE:
You will be offered an excellent basic salary plus company benefits.

INTERESTED:
Please call Gemma 0161 923 6120 or email your CV to gemma@traveltraderecruitment.co.uk