Quality and Knowledge Management Specialist (Omaha)
Remote · USFull-timeSeen 3 days agoSeen in employer's feed 3 days ago
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Job overview
The Quality & Knowledge Management Specialist supports consistent, high-quality service across Customer Engagement Centers by evaluating associate interactions and maintaining accurate, user-friendly knowledge content. The role combines quality assurance evaluation with knowledge management to provide associates with clear guidance and actionable feedback that supports performance, service excellence, and operational consistency.
Skills & qualifications
Skills
Qualifications
Full job description
Additional Information
Job Number 26141505
Job Category Reservations
Location 1818 North 90th Street, OMAHA NE 68114, United States VIEW ON MAP (https://www.google.com/maps?q=1818%20North%2090th%20Street%2C%20OMAHA%20NE%2068114%2C%20United%20States)
Schedule Full Time
Located Remotely? Y
Position Type Non-Management
Expiration Date: 11/06/2026
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.
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.
How this job compares
Set against the 5,035 open Quality Assurance jobs on Olive Jobs, counted November 3, 2026.
- Pay
- This postingNot listed
- US median$88–142K/yr2,279 salary ranges
- US median$26–31/hr821 hourly ranges
- Openings
- Olive Jobs lists 34 open Quality Assurance jobs in Nebraska and 5,035 across the US. 3% of them nationwide are listed as remote or flexible.
- Hiring the most in Nebraska
- CDM Smith2 open
- Eurofins US Network2 open
- Generac Power Systems2 open
- Experience
- This posting asks for at least 1 year of experience — less than three in four Quality Assurance postings that state a minimum ask for (median 5 years, across 3,857 postings).
- Education
- This posting asks for a high school diploma; 2,501 of the 5,035 open Quality Assurance jobs (50%) ask for a high school diploma or higher.
Counted across the open, public US postings on Olive Jobs on November 3, 2026. Pay medians are the middle values of the low ends and of the high ends of postings that list both ends of a range in the same cadence (a yearly salary or an hourly rate); a range's midpoint is halfway between its ends. Pay and experience figures resting on fewer than 20 postings are left out.
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