What are the responsibilities and job description for the SPECIALIST II - QUALITY ASSURA position at Seminole Hard Rock Support Services?
Job Description
Job Description
Overview
Unity Quality Assurance Specialist will interface with guests, internal service departments and vendors to identify root cause, resolve incidents and act on system or process breakdowns
Responsibilities
Define, document, assess, and scrutinize the business processes and identify areas for potential improvement.
Ensure processes are aligned with objectives and guidelines.
Meet with stakeholders across the organization to gather research, and also interact with outside vendors.
Prepare documentation and develop recommendations.
Create SOPs to ensure there is one standardized business process for everyone to follow.
Create & maintain process / workflows so there is a visual roadmap for each process.
Works with vendors and internal business stakeholders to identify gaps & requirements, create / modify documents pertaining to company process (for implementations, etc.), etc.
Identify & document current systems used and make recommendation about process
Compile data and develop reports as needed for department execution and executives.
Provide support for data-related issues and escalate problems when necessary.
Perform regular data cleanup tasks to ensure the accuracy and consistency of data across multiple platforms.
Monitor and perform routing audits for customer loyalty programs, such as earning and redemption.
Prepare and communicate status reports by gathering, analyzing, and summarizing relevant information.
Contribute to the smooth rollout of our loyalty program and at each of our participating locations.
Other duties as required.
Qualifications
Bachelor’s degree and min 3 years’ experience in a related area is preferred
Strong understanding of formal project management methodologies
Strong analytical, problem-solving skills, consulting skills and the ability to make recommendations, provide assistance or help with planning from a basis of personal expertise where no formal or direct reporting relationship exists. Speaks effectively and clearly with the ability to influence others in both positive and negative circumstances and produce the best outcome.
Understanding of systems architecture.
Knows how to read and write SQL.
Experience with Asana, Jira, Confluence and Engage a plus.
Ability to coordinate and collaborate with business, IT and vendors.
Must have excellent attention to detail and be extremely organized.
Excellent listening skills are required.
Must possess excellent interpersonal skills.
Must keep confidentiality high in and out of the department.
Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
Ability to use good judgement in a confidential setting.
Work Environment
Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be on the Casino Floor or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, second hand smoke and excessive noise.
While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and / or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
Must be prepared and able to handle, with composure and tact, the effective execution of many concurrent tasks in a fast-paced working environment
Disclaimer
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).
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