Are you excellent at reviewing information? Do you possess an eye for detail? Then the Quality Assurance Agent role is a perfect fit for you. In this role you will administrate the quality call monitoring program for the HGV Club/Owner Services department. The primary focus is on ensuring a quality service experience for our members and retraining and mentoring existing counselors!

• Perform quality call monitoring for Club/Owner Services department. Resolving whether service delivered meets department quality/service standards thru the use of the call recording platform.
• Applying continuous improvement methodology including root cause analysis when evaluating.
• Review monitoring evaluations with team members providing constructive feedback and input for developing skills.
• Complete thorough analysis using multiple sources of data to identify root causes, to create visual guidelines for Counselors.
• Prepare and facilitate calibration to drive open dialog encouraging sharing of best practices and recommendations with the result being actionable guidance for all participants.
• Research calls associated with the members’ feedback and provide detailed data to resolvers.
• Engage with New Hire training classes through quality call review sessions and floor assistance. Leading the discussion to identify opportunities as a training tool.
• Perform any reasonable request by management that supports the department’s mission and goals.

Types of Candidates We’re Looking For:

• High School Diploma or equivalent
• Excellent written and communication skills
• Proficient with Microsoft Office including Excel and Outlook
• Minimum one year as a Club Counselor

Why do Team Members like working for us:

• Competitive base pay plus commission
• 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
• Employee stock purchase program.
• Tuition reimbursement programs.
• Numerous learning and advancement opportunities.

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation