Quality and Knowledge Management Specialist (Miami)

Marriott • Doral, FL

5d

About The Position

The Quality & Knowledge Management Specialist supports the delivery of consistent, high-quality service experiences across Customer Engagement Centers (CEC). The role combines quality assurance evaluation with knowledge management to provide associates with clear guidance and actionable feedback that supports performance, service excellence, and operational consistency.

The specialist evaluates customer interactions, documents quality findings, identifies recurring issues and process improvement opportunities, and contributes to calibration and other quality assurance initiatives. The role also creates, maintains, audits, and improves knowledge articles and support resources based on business changes, operational feedback, quality findings, usage, and identified knowledge gaps.

Requirements

• High school diploma, G.E.D. equivalent, secondary education, certificate, or local equivalent.
• At least one year of related work experience.
• No supervisory experience is required.

Nice To Haves

• Knowledge of Marriott loyalty program and services.
• Knowledge of SQL programming.
• Excellent written and verbal communication skills.

Responsibilities

• Evaluate customer interactions across supported communication channels.
• Review quality evaluation results and document findings.
• Identify recurring customer service issues, trends, and process improvement opportunities through quality reviews.
• Participate in calibration sessions to support evaluation consistency and quality standards.
• Support quality assurance initiatives through data collection, analysis, and documentation activities.
• Create, edit, publish, and maintain knowledge articles and support resources.
• Translate business policies, procedures, and process updates into knowledge materials and associate guidance.
• Review and update knowledge content based on business changes, operational feedback, and quality findings.
• Audit knowledge materials to identify outdated, inaccurate, or duplicate content.
• Analyze quality results, associate feedback, and knowledge gaps to identify content improvement opportunities.
• Monitor content usage and feedback to support continuous improvement of knowledge resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED