What are the responsibilities and job description for the Quality Assurance Specialist position at Career Site Brand?
At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.
The Quality Assurance position requires the monitoring of outbound and inbound calls and advising via reports the performance of staff throughout Account Financial Services to promote as well as ensure set targets, department standards, and State/Federal laws are being met. Where appropriate, the Quality Assurance Specialist will advise on changes required including implementation via training, tools, and techniques to enable others to achieve the desired results.
ESSENTIAL DUTIES:
- Uphold department quality standards & State/Federal laws by reviewing and scoring agent’s calls with customers. Must actively listen to calls to ensure that policies and procedures are followed on every interaction with customers. This is by monitoring performance through the gathering and analyzing of relevant data against established defined parameters within Account Financial Services including, but not limited to, collection calls, payments, cash transfers, chargebacks, document recordings, and system updates.
- After the call review provide a quality analysis and statistical report for each of the defined parameters. Utilizing a combination of Smartsheet forms, internal company programs, and 3rd party speech analytics software.
- Assist with extracting, validate and appending data, using internal and external data sources. Analyze customer data, such as customer feedback, and agent call transcripts; This will require listening to a wide range of calls captured within the Speech Analytics tool; in order to develop intelligence that draws conclusions and supports business goals.
- Setting up and maintaining controls and documentation. Identifying relevant quality-related training needs. Making sure that procedures (existing and updated) are properly understood, carried out and evaluated to ensure compliance with customers’ or clients’ specifications.
- Conducting regular Compliance Walks within Account Financial Services. These walks will confirm that associates are staying PCI compliant, following 5% department and HICV policies and abiding by any building rules. Any issues will be reported via written email to the team’s Manager.
REQUIREMENTS:
- High school diploma or equivalent required
- Previous telephone, customer service, collections and/or office experience preferred
- Experience in collections and/or customer service
- Must be able to speak English
- Requires excellent organizational skills
- Must be detail oriented and accurate
- Able to resolve problems with tact and diplomacy
- A minimum of two years’ experience with Resort Operations; preference to Account Services including Deeding, Collections and Treasury Services.
- PC knowledge: includes spreadsheet, word processing software, and knowledge of SmartSheet is helpful.
- Good organizational and communication skills and attention to detail required.
