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Island Routes - Guest Experience and Quality Assurance Supervisor at The Enterprise by IR - QATestingJobs.com
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Island Routes - Guest Experience and Quality Assurance Supervisor
The Enterprise by IR • Montego Bay, Jamaica
onsite
Posted Dec 4, 2025
Role & seniority: Guest Experience and Quality Assurance Supervisor; mid-to-senior level; leads QA framework and guest experience programs within the Contact Centre.
Stack/tools: Calabrio (QA/monitoring), contact center technologies, CRM platforms; Microsoft Word, Outlook, Excel, PowerPoint; QA software; reporting dashboards.
Top 3 responsibilities
Oversee quality assurance and guest experience programs; monitor calls/interactions and deliver actionable coaching.
Lead QA Analysts and Guest Experience Associates through performance management, calibration, training, and ongoing development.
Produce reports and dashboards on quality metrics, identify trends, root causes, and drive service-improvement initiatives across channels.
Must-have skills
Bachelor’s degree (business, communications, hospitality, or related).
3+ years in quality assurance or customer experience in a contact center or hospitality setting.
Expertise in QA methodologies, performance evaluation, coaching, analytics, and reporting.
Proficiency with MS Office (Word, Excel, PowerPoint) and QA/CRM platforms; strong written/verbal communication.
Nice-to-haves
Experience with hospitality or travel-related guest services; calibration and leadership/mentoring experience.
Ability to manage multiple priorities, project management skills, and data-driven decision making.
Location & work type: Location not specified; work type not disclosed. The role implies full-ti
Full Description
Guest Experience and Quality Assurance Supervisor
The Guest Experience and Quality Assurance Supervisor is responsible for the management, development, and continuous improvement of guest experience and quality assurance programs within the Contact Centre. This role is pivotal in ensuring that all guest interactions consistently reflect Island Routes’ high standards of service, professionalism, and satisfaction, while actively contributing to increased conversion and customer satisfaction rates along with customer retention and revenue growth.
The Supervisor leads the quality assurance framework by overseeing the evaluation of both Guest Experience Associates and Quality Analysts, ensuring that performance standards are met and exceeded. Through regular call monitoring, data analysis, and performance reviews, the Supervisor guarantees that actionable feedback and targeted coaching are delivered consistently and effectively. This role is instrumental in fostering a culture of service excellence, accountability, and continuous learning across the Contact Centre.
Responsibilities
Update and maintain service procedures, manuals, and standard operating procedures (SOPs) for the department.
Manage and monitor the resolution of guest experience issues across all sales channels.
Investigate chargebacks and provide the Accounts team with the necessary documentation and responses.
Review and manage incident reports related to VIP attractions, ensuring appropriate follow-up.
Compile weekly reports on guest experience issues with corrective action recommendations to the Head of Department (HOD).
Create monthly reports identifying the top five areas of concern, including partner-related issues.
Recommend training initiatives based on recurring guest experience issues.
Maintain an organized workflow and prioritize tasks to ensure efficient service delivery.
Provide feedback to the Product Department regarding inconsistencies in product offerings and services.
Liaise with partners to address and resolve billing issues.
Ensure all internal and external communication is timely, accurate, and professional.
Keep detailed records and documentation of guest experience activities, decisions, and outcomes.
Develop and implement guest feedback and complaints procedures; collaborate with other managers to drive service improvements.
Analyze service statistics and compile accurate performance reports.
Lead training sessions for Guest Experience Associates.
Monitor guest experience associate’s performance regarding response times, accuracy, and quality of information shared.
Provide coaching to improve guest experience associates' efficiency, communication, and issue resolution.
