Specialist-Quality & Knowledge Management

JOB SUMMARY
The Quality & Knowledge Management Specialist supports delivery of consistent high-quality service experiences across the Customer Engagement Centers (CEC) by evaluating associate interactions and maintaining accurate user-friendly knowledge content. This role combines quality assurance evaluation with knowledge management responsibilities to ensure associates receive clear guidance and actionable feedback that drives performance service excellence and operational consistency.

CANDIDATE PROFILE
Education and Experience
Required
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

Preferred
Knowledge of Marriott loyalty program and services
Knowledge of SQL Programming
Excellent written and verbal communication skills

CORE WORK ACTIVITIES
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Audit knowledge materials to identify outdated inaccurate or duplicate content.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.
Partner with stakeholders to collect information and validate knowledge content updates.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.