Quality Analyst

Description

Job Summary: The Quality Analyst ensures operational excellence and commercial performance across YOLO properties, optimizing the guest journey and sales channel efficiency. Key Highlights: 1. Act as the guardian of operational quality and commercial performance 2. Focus on continuous improvement and guest experience 3. Analyze metrics and propose solutions for operational failures #### **About the Role:** Act as the guardian of operational quality and commercial performance across YOLO properties, ensuring excellence in the guest journey and maximum efficiency in sales channel performance (Airbnb, Booking, Expedia, and others). The Quality Analyst is responsible for analyzing metrics, identifying operational failures, proposing solutions, implementing corrective actions, and monitoring results to ensure continuous operational improvement. #### **Main Responsibilities:** **Operational Quality** * **Audit standards for:** Cleaning, housekeeping, maintenance, guest communication, and check\-in/check\-out. * **Monitor and address incidents such as:** overbooking, cleaning failures, check\-in delays, broken items, and recurring complaints. * Create and update operational checklists. * Ensure compliance with operational SLAs. * Propose data\-driven continuous improvements based on real operational data. **Channel Performance (Airbnb, Booking, Expedia, etc.)** * **Monitor daily:** occupancy rate, average daily rate (ADR), RevPAR, cancellation rate, conversion rate, and guest rating scores. * **Analyze:** listing positioning, price competitiveness, photo quality, titles, and descriptions. * Monitor and respond to strategic reviews. * **Prepare weekly and monthly reports on:** operational quality, channel performance, property rankings, and critical alerts. * Develop metrics and dashboards (where applicable). * Identify failure patterns and opportunities for financial gain. **Corrective Actions and Continuous Improvement** * **Act when facing:** declining ratings, rising cancellations, or loss of competitiveness. * Train or guide operational teams when deviations from standards occur. * Develop action plans per property or group. * Track progress of implemented improvements. **Metrics Under Responsibility** * Average guest rating, Occupancy, ADR and RevPAR, Cancellation Rate, Rework Rate, Average Guest Response Time, Operational Compliance, NPS / Guest Ratings. #### **Mandatory Requirements:** * **Completed or ongoing degree in:** Hospitality Management, Tourism, Business Administration, Quality Management, or Service Management. * **Behavioral competencies for this 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\-mindset, 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, experience in online reputation management. * Quality and hospitality standards, audits, and operational checklists; development and control of SOPs (Standard Operating Procedures); non\-conformance management and action plans; analysis of satisfaction metrics (NPS, online reviews, internal surveys); hotel systems (PMS, CRM – a plus). * **Courses or certifications:** ISO 9001 Internal Auditor, Quality Tools (PDCA, MASP, 5W2H, Ishikawa, Pareto), Process and Metrics 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, 8 hours per day and 40 hours per week, business hours.