Vista previa de la oferta
Client Engagement Quality Control Lead
lead · Hospitality & Tourism
Join Valerie Wilson Travel as a Servicing Travel Advisor IV – Client Engagement Quality Control Lead and redefine how discerning clients begin their journeys by owning lead intake quality control, streamlining onboarding workflows, and elevating operational excellence across every channel. You’ll pair high-touch client engagement with rigorous data integrity, metric-driven performance reporting, and continuous improvement to deliver a seamless, best-in-class onboarding experience for luxury and high-net-worth travelers.
As a Servicing Travel Advisor IV – Client Engagement Quality Control Lead within Valerie Wilson Travel, you will serve as a strategic leader responsible for overseeing lead intake quality control, optimizing client onboarding workflows, and ensuring operational excellence across all client engagement channels. This role plays a critical part in enhancing the overall client onboarding experience while driving data integrity, responsiveness, and seamless execution of new client initiatives.
In this elevated capacity, you will combine hands-on client engagement with quality control oversight, performance reporting, and continuous improvement initiatives. You will manage and optimize intake workflows, support new client consultations, oversee Customer Relationship Management (CRM) data integrity, and provide leadership visibility into onboarding performance metrics — ensuring a best-in-class experience for luxury and high-net-worth clientele.
Job Responsibilities
- Oversees all lead intake channels and initiative inboxes, ensuring timely responsiveness in alignment with established Service Level Agreements (SLAs).
- Implements and maintains standardized inbox management and onboarding procedures to ensure operational consistency and quality control.
- Monitors and triages incoming communications, ensuring accurate routing and resolution while minimizing service disruptions.
- Conducts consultation calls with new clients to gather insights and support a highly personalized onboarding experience.
- Manages scheduling and coordination of new client engagement calls in partnership with the Manager of Client Engagement.
- Oversees the end-to-end client onboarding process, including advisor assignment and development of comprehensive CRM client profiles.
- Ensures data integrity across CRM platforms and Monday.com, maintaining accurate lead pipeline tracking and client reporting.
- Tracks and reports on intake performance metrics, response times, and onboarding trends to inform leadership decision-making.
- Identifies opportunities to improve efficiency, personalization, and pipeline conversion rates.
- Maintains and audits departmental communication templates and onboarding documentation to support continuous improvement.
- Collaborates with cross-functional partners to execute client engagement strategies that enhance service excellence and brand alignment.
Required qualifications, capabilities, and skills
- Bachelor’s degree or equivalent experience.
- A minimum of 4+ years of professional experience in a client/customer service, onboarding, operations, or engagement environment.
- Proven experience working with luxury or high-net-worth (HNW) clientele.
- Demonstrated experience overseeing intake workflows, inbox management, or operational quality control processes.
- Exceptional attention to detail and ability to manage multiple high-touch client interactions simultaneously.
- Strong interpersonal, communication, and listening skills to effectively evaluate and address client needs and expectations.
- Demonstrated ability to work collaboratively within a cross-functional team environment.
- Familiarity with CRM software and tools for managing client interactions and data (ideally Client Base, Salesforce, and/or Monday.com).
- Strong analytical skills with experience tracking performance metrics and reporting insights to leadership.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and presentations.
Preferred Qualifications, capabilities and skills
- Experience in the travel or luxury hospitality industry.
- Experience leading workflow optimization or process improvement initiatives.
- Relevant certifications in client management or engagement (e.g., Certified Customer Success Manager – CCSM) are advantageous but not mandatory.
- Experience supporting executive-level stakeholders and presenting performance insights to leadership teams.