[Position] Quality Assurance Specialist(3~5년 이상) [HR Talk]  INPSIRE Entertainment Resort의 Resort Marketing 산하 Quality Assurance 팀에서, 리조트 전반의 Quality Assurance 업무를 QA 매니저 등과 함께 담당해주실 Speicalist를 채용합니다. 호텔 및 리조트 등에서 Operations 경험 및 관련 산업군(OTA 등) QA관련 업무경력 3~5년 이상 지원자에 한하여 지원 가능하며, 특히 5성급/럭셔리 호텔 및 복합 리조트, 글로벌 OTA 및 유관 업계 출신 경력자는 우대합니다. 업무 특성상 Fluent 하지 않더라도 자신 있게 영어 및 외국어를 활용한 Communication이 가능하신 분을 선호합니다. 자세한 사항은 아래의 Job Description을 참고해 주시기 바랍니다. Summary: The Quality Assurance Specialist reports to the Quality Assurance Manager and is responsible for executing resort-wide quality assurance programs, monitoring service and operational standards, and driving continuous improvement initiatives to enhance the overall guest experience. This role plays a critical part in ensuring consistent adherence to quality standards across all departments by conducting audits, analyzing guest feedback and performance data, supporting training initiatives, and coordinating corrective actions. The Quality Assurance Specialist works closely with cross-functional stakeholders to translate quality strategies into daily operational practice and foster a culture of continuous learning and service excellence. In the absence of the Quality Assurance Manager, the Quality Assurance Specialist assumes delegated managerial responsibilities to ensure continuity of Quality Assurance operations, within defined authority and guidelines. Primary Duties and Responsibilities (including, but not limited to): Quality Assurance & Standards Management: • Develop, implement, and maintain quality assurance policies, procedures, and standards in alignment with the resort's objectives and brand standards. • Design and manage inspection materials and QA processes suitable for daily, weekly, and monthly evaluations across the resort. • Conduct regular audits and inspections of all areas within the resort, including guest rooms, public areas, restaurants, and back-of-house operations. • Identify quality gaps, root causes, and areas for improvement, develop and track corrective action plans to ensure timely and effective resolution. • Oversee the creation and implementation of detailed testing plans for products or services. Ensure that testing methodologies are up to date and effective in identifying issues and ensuring quality. • Continuously evaluate existing QA processes to improve efficiency, effectiveness, and consistency. Guest Feedback & Data Analysis: • Monitor and analyze guest feedback from multiple sources, including guest surveys, Voice of Guest Platforms, Online reviews, complaints, audits, and mystery shopping programs. • Identify trends, recurring issues, and improvement opportunities through data-driven analysis. • Utilize QA dashboards, reports, and tracking tools to monitor performance, compliance levels and follow-up status. • Translate insights into actionable recommendations to improve service quality and operational performance. Operational Processes and SOP Management: • Review, update, and support the maintenance of Standard Operating Procedures (SOPs) to reflect operational changes, regulatory requirements, and best practices. • Ensure SOPs and quality standards are consistently understood and applied across departments. • Support standardization of best practices and integration of lessons learned into operational guidelines. Training and Quality Capability Development: • Provide training and guidance to employees on quality standards, service delivery, and guest satisfaction. • Conduct quality-related training sessions in collaboration with relevant departments. • Support the promotion of a continuous learning culture and quality mindset across the resort. Cross-Functional Collaboration & Follow-up: • Work closely with operational teams, support departments, and leadership to align quality initiatives with business priorities. • Facilitate cross-department quality improvement discussions and follow up on agreed corrective actions until closure • Act as a liaison between operations, training, and management to ensure quality initiatives are effectively implemented and sustained. Performance Monitoring and Reporting: • Establish and support key performance indicators (KPIs related to quality, service consistency, and guest experience. • Prepare and present regular QA reports summarizing audit results, guest feedback trends, and improvement progress to management. • Provide data-based insights and recommendations to support decision-making and service enhancements. Risk Management & Issue Prevention • Proactively identify potential quality and service risks across guest touchpoints and operational processes. • Escalate critical risks and recurring issues to management with recommended mitigation actions. • Support preventive measures to reduce service failures and protect guest satisfaction and brand reputation. Complaint Resolution & External Case Management • Support the resolution of guest complaints by reviewing cases, identifying root causes, and coordinating with relevant departments to ensure timely, fair, and consistent responses in line with resort policies and service standards. • Manage and support responses to formal inquiries and complaints received from external organizations such as the Korea Consumer Agency (KCA), Korea Tourism Organization (KTO), and other related authorities, ensuring accurate investigation, proper documentation, and effective corrective and preventive actions. Competencies: (Incumbent will master the following competencies while in this position): • A true desire to satisfy the needs of others in a fast-paced environment while carrying a positive attitude. • A creative and innovative approach to solving problems and resolving issues. • Shows imagination in developing new, creative approaches to problems or in modifying existing approaches. • Creates sensible, realistic, and practical solutions. • A desire to help others achieve their best. • Willingness to assist other departments in developing solutions and metrics. • The highest level of personal integrity. • Eye for details. • Detail-oriented, organized, and able to handle a fast-paced environment. • Rapidly absorb and understand new information. • Excellent verbal and written communication and presentation skills. • Passionate and committed to his or her own personal and professional development as well as that of his or her colleagues. • Be personable, likable, a good listener, and a team player. • Efficiently and productively plan, organize the schedule, and execute assigned tasks; manage multiple assignments and priorities; always have contingency plans and adapt quickly to changing circumstances and priorities. • Ability to multi-task. • Ability to prioritize work and meet deadlines. • Ability to read blueprints, technical documents, and manuals. Education and Qualifications: • Bachelor's degree in Hospitality Management, Business Administration, or a related field. • Previous experience in quality assurance, preferably in the integrated resort, hotel, or hospitality industry. • Strong understanding of casino, hotel, or integrated resort operations, including Front Office, Housekeeping, Food & Beverage, and Guest Services. • Familiarity with quality management systems, audit methodologies, and continuous improvement practices. • Strong analytical, problem-solving, and reporting skills. • Proficiency in Microsoft Office applications and relevant operational or survey systems. • Business-level English proficiency for reporting, presentations, and cross-functional communication. • High level of maturity and professionalism to manage complex guest situations. • Exceptional communication and interpersonal skills to collaborate with various stakeholders. • Extensive knowledge of the property and local areas and destinations. • Must possess a high level of maturity to deal with the most discriminating guest requests and requirements. • Must be willing to travel locally and regionally to conduct business, and occasional travel within Korea. (해외 여행의 결격 사유가 없는 자) Physical Demands and Work Environment: • Primarily office-based with frequent on-site inspections throughout the resort. • Must be able to walk or stand for extended periods of time. • Must be able to work flexible hours, including weekends, holidays, and late nights. • Ability to remain on feet for extended periods (up to eight hours or more when necessary). This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with this job. INSPIRE Entertainment Resort reserves the right to make changes to the above job description whenever necessary. [상세 직무기술서 및 지원방법] 국영문 통합 이력서(word 또는 PDF )를 본 채용페이지를 통해 직접 업로드하여 지원 [지원시 유의사항] ‘채용 절차의 공정화의 관한 법률(이하 채용절차법)’에 의거하여, 1) 자격증, 학위 등 증빙 자료는 추후 요청 시 제출하게 됩니다. 2) 이력서에 주민등록번호, 가족사항 등의 개인 정보를 기재하지 마시기 바랍니다. 3) 장애인 및 보훈 해당자는 관련 법에 의거, 우대합니다 (추후 증빙 제출) 4)지원서 내용 중 허위사실이 있는 경우에는 합격이 취소 될 수 있습니다. 5)타이틀과 내부 보상체계는 무관할 수 있으며, 담당업무 및 직급은 지원자의 경력과 경험 등을 종합적으로 평가 후 최종 합격 통지 전 채용담당자를 통해 커뮤니케이션 될 예정입니다. 6)채용 및 업무 수행과 관련하여 요구되는 법령상 자격이 갖추어지지 않은 경우 채용이 제한될 수 있습니다. *당사는 ‘채용절차의 공정화에 관한 법률'에 의거, 채용 과정 중 업무와 무관한 일체의 개인신상정보를 묻거나 요구하지 않으며, 공식 채용페이지를 제외한 수단으로 일체의 개인정보를 수집하지 않습니다.* [채용일정 및 참고사항] ~채용 시 마감(모집완료시 조기 마감될 수 있습니다) *지원 후 30일 이내 서류전형 결과 미 통보시 서류 전형 탈락으로 간주되며, 최종 전형 결과는 전형 마감 후 자체 채용페이지를 통해 고지됩니다.* [채용과정] 서류전형 -> 채용담당자 인터뷰 -> Business 인터뷰(2회 이상) -> 평판조회 -> On-Boarding (상황에 따라 인터뷰 절차가 추가 및 변경될 수 있습니다.) [복리후생] 복지포인트, 스페셜휴가, 출퇴근편의 제공(기숙사/통근버스/통근보조비), 임직원 및 가족 단체보험, 임직원 건강검진 프로그램운영, 리조트 임직원 할인 등. *직무 및 직급에 따라 상이할 수 있으며, 회사 정책에 따라 변동될 수 있습니다. [인재모집 업체 관계자는 아래 내용을 주의하여 읽어주세요] Inspire Integrated Resort Co., Ltd.,는 오픈 된 포지션에 대해 의뢰하지 않은 인재모집업체 (헤드헌터, 서치펌 등)의 도움을 받지 않습니다. 해당 포지션에 대한 유효한 서면 의뢰 요청 없이 인재모집 업체가 자의적으로 당사의 직원에게 제출한 모든 이력서는 당사의 재산으로 간주됩니다. 또한 기존에 당사와 계약이 체결된 인재모집업체라 하여도 직접적으로 서면 의뢰한 직위에 대해서만 유효하며, 그렇지 않을 경우 대행업체가 추천하여 당사가 고용한 후보자가 있더라도 수수료가 지급되지 않음을 유념하여 주시기 바랍니다.