The Quality Assurance Specialist is responsible for monitoring and evaluating Team member calls and present reporting that summarizes and identifies areas of greatness as well as the ones needing improvement. This person is responsible for providing a superior level of service, exhibiting the highest levels of integrity and performance contributing to Company profitability and customer satisfaction.

List job duties

• Responsible for listening to calls and score them utilizing the created scorecard and based on current policies and procedures.
• Researches and uses empowerment to resolve concerns and questions raised by team members.
• Practices and maintains the highest standards of professionalism when interacting with team members, and management.
• Follow all quality assurance directives and standard operation procedures (SOPs).
• Maintains expert understanding of product and document knowledge.
• Achieves and/or exceeds follow-up goals.
• Partners with leads, AMs and Managers for maximum effectiveness.
• Responds with urgency when needed.
• Communicates effectively with management to solve problems.
• Completes reports in a timely manner.
• Exhibits professionalism.
• Acts as a product knowledge expert.
• Completes all required Company trainings and compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Why do Team Members Like Working for us?

HGV has been recognized as one of “America's Greatest Workplaces for Diversity” by Newsweek—a list of 1,000 companies that respect and value all kinds of people. We earned five stars, the highest possible score, and are the only vacation ownership company named!
We believe in People, Inclusion and Culture.

• Our team works with great synergy and high levels of commitment and respect.
• Day 1 Benefit Eligibility
• Driven base pay
• Recognition Programs and Rewards
• Discounted Hilton hotel rates worldwide!
• 401(k) program with company match.
• Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
• Paid Sick Days
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• Daily Pay Option*
• Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement

Our dedication to excellence is recognized and celebrated by some outstanding accolades including being named to Newsweek's Most Loved Workplaces list in 2021, a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• Associates degree or equivalent experience in related field.
• A minimum of six (6) months of experience in the vacation ownership and/or collections field
• No supervisory experience
• Strong attention to detail.
• Ability to drive results.
• Proficient understanding of call center terminology.
• Adequate knowledge of learning management systems and web delivery tools.
• Proven ability with face-to-face and virtual instruction.
• Able to communicate professionally with all levels of team members and management.
• Excellent written and oral communication skills.
• Ability to plan, organize and implement a range of reporting and scheduling activities.
• Computer proficiency in Microsoft Word, Excel, Power Point and Outlook.
• Ability to interpret and update policies, procedures and manuals.
• Excellent customer service skills.
• Proficient in time management; the ability to organize and manage multiple priorities.
• Flexibility & Availability are crucial.
• Recognizes an emergency and takes appropriate action.
• Able to establish and maintain a cooperative working relation.
• Ability to interpret and create spreadsheets.
• Able to use sound judgment, work independently, with minimal supervision.
• Strong analytical and problem-solving skills.
• Performs well with frequent interruptions and/or distractions.

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.