Quality Assurance Auditor in Orlando, FL at Corporate Offices

Date Posted: 10/20/2018

Job Snapshot

Job Description

POSITION DESCRIPTION:

The QA Auditor is responsible for re-verifying and processing all tour package sales in our Marketing Contact Center that have been flagged for review during the initial Call Verification and Package Verification process. This agent also ensures that the package compliance is consistent with the departmental quality goals and initiatives ensuring that only qualified guests travel on a Holiday Inn Club Vacations getaway package resulting in a high probability that they will purchase a timeshare product. Further review is done at the time that guests call the reservations department to book their package.

ESSENTIAL DUTIES AND TASKS:

  • Re-verify all submitted package sales that have been flagged for review to ensure accuracy and completeness, including duplicate prospects, account balance information, qualifications and pricing. Report all discrepancies to management staff for resolution following established procedures for completing a package.
  • Re-monitor calls that have been flagged for review and record the call quality results for each package sale for accuracy of information and call handling standards with the department’s approved script during the introduction and verification portion of the call.
  • Make determinations on the final results of package sale including processing the package as a house deal or cancellation. 

 

 

 

Job Requirements



QUALIFICATIONS

  • Experience working in the Vacation Ownership or hospitality industry preferred.
  • Experience working with In-contact, SalesForce and other contact center related software programs preferred.

ESSENTIAL FUNCTIONS

  • Administrative and/or data entry experience or contact center environment experience preferred.
  • Must have exceptional listening and analytical skills.
  • Must have excellent written and verbal communication skills.
  • Must be proficient with Microsoft Office Suite specifically utilizing Outlook.
  • Must have experience utilizing data base programs.