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• Audit knowledge materials to identify outdated, inaccurate, or duplicate content.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 celebrated. Our 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.
Skills Required
- High school diploma, GED equivalent, secondary education, certificate, or local equivalent
- At least one year of related work experience
- Knowledge of Marriott loyalty program and services
- Knowledge of SQL programming
- Excellent written and verbal communication skills
Marriott International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Marriott International and has not been reviewed or approved by Marriott International .
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Retirement Support — Retirement programs include a 401(k) with a company match and related financial wellness resources seen as competitive. This support is complemented by savings tools that reinforce long-term financial security.
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Healthcare Strength — Health coverage offers flexible medical plans, disability and life insurance, and access to mental health and wellness resources. Short-term disability and basic life coverage are described as included for many full-time hourly roles.
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Wellbeing & Lifestyle Benefits — Travel and lifestyle perks include substantial hotel, food and beverage, spa, retail, and golf discounts for employees and families. Additional programs like tuition assistance and wellness initiatives reinforce non-cash value.
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What We Do
Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of more than 7,500 properties in 30 leading hotel brands spanning 132 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/
