Quality Analyst

Description

Job Summary: The Quality Analyst ensures excellence throughout the guest journey and maximum efficiency across sales channels through indicator analysis and implementation of continuous improvements. Key Highlights: 1. Act as guardian of operational quality and commercial performance 2. Monitor and analyze performance on channels such as Airbnb and Booking 3. Focus on continuous improvement and guest experience #### **About the Role:** Act as guardian of operational quality and commercial performance for YOLO units, ensuring excellence throughout the guest journey and maximum efficiency in sales channel performance (Airbnb, Booking, Expedia, and others). The Quality Analyst is responsible for analyzing indicators, identifying operational failures, proposing solutions, implementing corrective actions, and tracking results to ensure continuous operational improvement. #### **Main Responsibilities:** **Operational Quality** * **Audit standards for:** Cleaning, room setup, maintenance, guest communication, and check\-in/check\-out. * **Monitor and address incidents such as:** overbooking, cleaning failures, check\-in delays, broken items, recurring complaints. * Create and update operational checklists. * Ensure execution of operational SLAs. * Propose data-driven continuous improvements based on actual operational data. **Channel Performance (Airbnb, Booking, Expedia, etc.)** * **Monitor daily:** occupancy rate, average daily rate (ADR), RevPAR, cancellation rate, conversion rate, guest review scores. * **Analyze:** listing positioning, pricing competitiveness, photo quality, titles, and descriptions. * Monitor and respond to strategic reviews. * **Prepare weekly and monthly reports on:** operational quality, channel performance, unit rankings, and critical alerts. * Develop indicators and dashboards (where applicable). * Identify patterns of failure and opportunities for financial gain. **Corrective Actions and Continuous Improvement** * **Act when facing:** declining scores, increased cancellations, loss of competitiveness. * Train or guide operational teams when standard deviations occur. * Develop action plans per unit or group. * Track progress of implemented improvements. **Indicators Under Responsibility** * Average guest rating, Occupancy, ADR and RevPAR, Cancellation Rate, Rework Rate, Average Guest Response Time, Operational Compliance, NPS / Guest Reviews. #### **Mandatory Requirements:** * **Completed or ongoing degree in:** Hospitality Management, Tourism, Business Administration, Quality Management, Service Management. * **Behavioral competencies for the role:** Critical and analytical mindset, proactive profile, hands-on operational involvement, focus on excellence and standards, clear communication, organization and attention to detail, autonomy and owner mentality, focus on continuous improvement and guest experience. #### **Desirable Qualifications (Differentiators):** * **Knowledge of:** Dynamic pricing, Power BI or similar tools, Experience in vacation rental management companies, Online reputation management experience. * Quality and hospitality standards, Audits, and operational checklists, Development and control of SOPs (Standard Operating Procedures), Non-conformance and action plan management, Satisfaction indicator analysis (NPS, online reviews, internal surveys), Hotel systems (PMS, CRM – preferred). * **Courses or certifications:** ISO 9001 Internal Auditor, Quality Tools (PDCA, MASP, 5W2H, Ishikawa, Pareto), Process and indicator management (KPIs), Customer service and guest experience. #### **Work Schedule and Hours:** * On-site work format. * Contract type \- To be specified during the interview. * Monday to Friday, 08:00 AM daily, 40 hours per week, business hours.