Specialist-Quality & Knowledge Management
Core
Evaluates customer service interactions and maintains accurate, user-friendly knowledge content to drive service excellence and operational consistency.
Role type
Quality Assurance & Knowledge Management Specialist
Builds
Knowledge articles, associate guidance, and quality evaluation frameworks
Domain
Hospitality / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Quality evaluation, knowledge management, data analysis, process improvement, content auditing, stakeholder collaboration
Preferred skills
SQL programming, Marriott loyalty program knowledge
Responsibilities
Evaluate customer interactions across communication channels, create and maintain knowledge articles, analyze quality results to identify trends, audit knowledge materials for accuracy, translate business policies into knowledge content, participate in calibration sessions, monitor content usage and feedback
Seniority
Entry-level, individual contributor