Quality Assurance - Package Verification in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 11/21/2019

Job Snapshot

Job Description


The QA Package Verification Agent is responsible for reviewing, verifying and processing all tour package sales in our Marketing Contact Center. 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.


  • Review all submitted package sales for 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.
  • Ensure that all duplicate contacts, prospects and Owners are properly merged together in all systems for data purification purposes.
  • Maintain production standards based on departmental requirements. Maintain a high level of accuracy and confidentiality in verifying and/or entering package data for the Marketing Contact Center as well as reviewing and correcting all daily discrepancy reports. Complete any and all tasks assigned by management.
  • Support the daily activities and assignments provided by leadership. Participate in proactive team efforts to achieve departmental and Marketing Contact Center goals. Adhere to all company and departmental policies and procedures. Ensure the privacy and security of confidential information about management, representatives, owners and guests.


Job Requirements


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


  • Must be proficient with Microsoft Office Suite specifically utilizing Outlook.
  • Must possess good time management and organizational skills.
  • Must have experience utilizing data base programs.