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Quality Assurance Coordinator

Company: Crystal Cruises
Location: Miami
Posted on: May 28, 2023

Job Description:

****This position is based out of Aventura, FL and required to work in the office 5 days a week. Candidates must be eligible to work in the United States. ****
Job Summary
The QA coordinator is responsible for executing Crystal Cruises' Quality Assurance Program. We are seeking a highly organized and very detail-oriented candidate. The candidate must be able to work under minimum supervision and comply with all deadlines for QAP surveys and reports. The QA coordinator is also responsible for seamless coordination of the In-Port Functions between Sales team and shipside employees. In addition, QA Coordinator will be responsible for managing Family Visit requests, Employee Sponsored cruises and Uniform Manual.
Essential Job Duties

  • Set up a QAP calendar for one year in advance to schedule distribution of all surveys per ship, per cruise.

  • Update the calendar in case of the itinerary changes or/ when needed.

  • Run pre-cruise reports on a weekly basis and distribute reports internally to all related parties.

  • Run post-cruise reports, review them, and distribute to all concerned parties ship and shoreside.

  • Review, address and follow up either with a guest or internally at Crystal on each case that was rated below expectations.

  • Work closely with Sales department and effectively coordinate IPF between Sales team and ship side employees.

  • Upload the Visitors list to Otalio, and ensure the clearance is received for all visitors.

  • Manage guest visitors when necessary.

  • Manage Family Visit requests according to Crystal Cruises Family Visit policy and Employee Sponsored cruises and ensure the payments are collected and cruise information is sent to the requestor.

  • Responsible for maintaining Uniform Manual and ensuring it is up to date.

    Other Duties
    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.
    Work Environment
    Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic.
    Physical Demands
    Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.
    Expected Hours of Work
    The position is full-time working from Monday - Friday from 8:00 AM to 5:00 PM. Occasional need for Overtime may be required.

    • College Degree/Diploma or Hotel or Tourism School is preferred.

    • Experience in Cruise industry is desired.


      • Strong verbal communication skills including professional telephone etiquette.

      • Strong customer service skills.

      • Ability to answer calls in a timely and professional manner and deliver the high-quality service that is required of a Crystal Cruises representative.

      • Responsible for maintaining thorough knowledge of product, policies, and procedures.

      • Must be fluent in written and spoken English.

      • Must have good administrative skills (proficient in Outlook, MS Office).

      • Needs to have an outgoing personality and must possess a positive attitude, always maintaining a friendly and approachable demeanor.

      • Excel and Powerpoint

Keywords: Crystal Cruises, Miami , Quality Assurance Coordinator, Other , Miami, Florida

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