Sr Quality Associate

Company: Walt Disney World Resort
Location: Detroit
Posted on: September 24, 2022

Job Description:

The Senior Quality Associate provides important integration between the call evaluation vendors and Travel Operations. This business critical role provides important integration between our quality evaluation vendor and Disney Central while also creating important operational performance reports used to achieve results and Agent coaching.You will be in a non-salaried hybrid position that is located on-site at the Orlando office on Tuesdays, Wednesday and Thursdays and will work from home on Mondays and Fridays.You will directly report to the Quality Measurement & Analytics Manager.You Will

• Pull data from Business Objects and Analyst Workbench and summarize the information by using advance Excel (can perform complex functions) skills
  • These reports are required as they provide the quality vendor the information needed to ensure that the cast at the Disney Central and DRTSC cast calls are evaluated
  • Produce weekly and monthly cast performance reports leveraged by all levels of leadership for trending and coaching purposes
    • These reports are developed in Excel and Tableau
    • For incented-eligible cast, determine their final quality scores if they received less than the expected evaluations
    • Maintain quality forms in NICE used for the assessments
    • Partner with Systems Integration, Information Technology, and HR when members of the quality vendor need access to our systems
    • Identify cast that are not being recorded in NICE and work with our partners to ensure that each agent receives the appropriate number of evaluations
    • Complete ad hoc reporting requests in Excel or Tableau You Have/Can
      • Work experience with Excel such as creating formulas to summarize data and a very proficient understanding of complex Excel functions
      • Understand and follow complex Excel formulas in existing spreadsheets
      • Good understanding of statistical functions
      • Strong follow up
      • Proven technical skills
      • Experience working with confidential information Qualifications
        • Minimum 2 years Walt Disney World experience.
        • Experience using SharePoint.
        • Experience using the NICE recording system.
        • Experience with Disney Reservation Center (DRC) systems such as Travel Box, Dreams, and a La Carte.
        • Demonstrated understanding of the Walt Disney World Resort culture and operations. Additional InformationBenefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at .

Keywords: Walt Disney World Resort, Detroit , Sr Quality Associate, Other , Detroit, Michigan