What will I be doing?
TheQuality Assurance Agent's mission is to review sales and service calls toverify and ensure that all sales packages are properly sold to highly qualifiedguests who have purchased a Hilton vacation package, resulting in the highprobability that these guests will purchase a timeshare.
This efficient and effective call review willcontribute to the success of the organization by reducing post-sale contractcancellations and ensuring a positive post-sale guest experience.
As a Quality Assurance Agent you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:
Effectively use our recording and reviewing systems to review Outbound and Inbound Sales and Service calls to ensure that the product is being represented correctly towards our new purchasers
Ensure all information relayed to the guest is complete and accurate based on scorecard metrics
Ensure that we have a high level of quality when speaking with our guests as well as setting the correct expectation for the guest based on package details of participation. ( DOPS)
Prepare and provide accurate data that is correctly documented in systems in order to create reports that will better support our sales and service teams
Report any egregious Verification Call or Full Call discrepancies or deficiencies to your Quality Assurance Supervisor
If needed, correct any customer's information that was incorrectly entered at the point of sale
Thoroughly review the call to ensure that the correct expectation is set for our guests and that there is no misleading information during the call
When needed, effectively communicate any questions or finding with your Quality Assurance Supervisor
Ensure that all calls that are reviewed are being correctly coded and submitted in our data base in a timely manner with accurate information
When needed, effectively use sales product knowledge to find any discrepancies in information that was relayed with our guests
Follow schedule adherence and use schedule adhere tools appropriately
Effectively communicate you findings with your fellow team members as well as your management
Manage time effectively to punctually attend daily team meetings, training sessions, and company appointments
Demonstrate total understanding of the culture and processes of the organization
Participate in formal training sessions offered by management team
Assist in the development and shadow training of other Quality Assurance team members, as requested
Perform Special Projects, Calibrations, and Escalations when requested by management.
Team member is responsible for any other duties as assigned by management based on business needs.
What are we looking for?
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:
High School Diploma or equivalent
Excellent written and communication skills
Microsoft Office experience preferred
Hilton Grand Vacations