Quality Analyst

Description

Job Summary: The Quality Analyst ensures operational excellence and commercial performance by monitoring metrics and implementing continuous improvements to optimize the guest experience. Key Highlights: 1. Act as the guardian of operational quality and commercial performance 2. Analyze metrics and identify issues for continuous improvement 3. Focus on excellence and standards, with an owner's mindset and proactivity #### **About the Role:** Act as the guardian of operational quality and commercial performance across 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 metrics, identifying operational issues, proposing solutions, implementing corrective actions, and tracking results to ensure continuous operational improvement. #### **Key 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 adherence to operational SLAs. * Propose data-driven continuous improvement initiatives 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 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 metrics and dashboards (where applicable). * Identify patterns of failure and opportunities for financial gain. **Corrective Actions and Continuous Improvement** * **Take action when facing:** declining scores, increased cancellations, or loss of competitiveness. * Train or guide operational teams when standard deviations occur. * Develop action plans per unit 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 Reviews. #### **Mandatory Requirements:** * **Education:** Completed or ongoing degree in Hospitality Management, Tourism, Business Administration, Quality Management, or 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's mindset, commitment to continuous improvement and guest experience. #### **Desirable Qualifications (Preferred):** * **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); management of non-conformities and action plans; analysis of satisfaction metrics (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 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, 08:00 AM daily, 40 hours weekly, business hours.