Quality Assurance Analyst

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Job Description

Go Where Opportunity Is Everywhere

At Travel + Leisure Co., every day is an adventure where drive meets opportunity. Wherever you want to take your career, let’s get there together.

We are seeking a Quality Assurance Analyst I to join our team!

The Quality Assurance Analyst I provides quality assurance and risk expertise for ongoing customer service and process initiatives within the Consumer Finance group of Travel + Leisure. This is a dynamic role that includes working on a small team with team members in Clark, Las Vegas, and Orlando and collaborating with different operational business groups to increase efficiency, reduce errors, and help sustain an effective control environment.

The Quality Assurance Analyst I assist in designing, developing, and performing quality assurance call monitoring strategies and methodologies across major business processes. The Quality Assurance Analyst I assist in managing the call monitoring program and provides feedback to management to improve overall Associate performance and call quality for owners.

How You’ll Shine

• Plan, measure, and analyze data, monitor trends, and evaluate process and service quality and service quality gaps. Manage quality call monitor program and provide feedback to associates and management to promote continuous improvement efforts, helps lead quarterly continuous improvement sessions, resolves dispute process, and prepares and issues weekly quality reports, as well as maintaining and updating relevant content in the Information Center (40% time)
• Coordinate quality process development and improvement initiatives with the respective departments. This may include collaborating with call center management to develop pocket training/coaching sessions (10% time)
• Usage of reporting tools (PowerBI and SAS) to pull, analyze as needed and support call monitoring process (40%)
• Support creation of new audits that support customer service process. Assist in process reviews and process mapping as needed (5%)
• Conduct new hire training to teach job skills and best practices for the call monitoring process (5%)

How You’ll Be Rewarded

Build your career with a value‑driven organization that promotes continual growth and development for its people. Some of our many benefits include:

• Comprehensive benefits package, including health insurance and retirement plans
• Newly‑refurbished modern office space
• Professional development funding
• Discounted hotel stays across Philippines, Australia, Fiji, and New Zealand
• Subsidized private health cover upon successful completion of probation

What You Will Bring

• Bachelor’s degree or equivalent experience
• Minimum of 1 year of operational, compliance or financial auditing experience required. Experience with risk and control summary tools preferred
• Demonstrated analytical skills;
  Strong organizational and interpersonal skills;
  Strong problem resolution skills;
  Ability to partner with various business units simultaneously;
  Effective communication skills;
  Demonstrated ability to use critical thinking and work under pressure, and possess good written and oral communication skills
• Must possess working knowledge of or have a strong aptitude for learning Microsoft Office programs Excel, PowerPoint and Word. Strong data analytical skills. Also possess the ability to quickly learn the functionality of a new system/application

At Travel + Leisure Co., our values are the HEART of everything we do:

Hospitality – We treat everyone like family.
Engagement – We deliver on our promises.
Accountability – We own our impact.
Respect – We consider others in every interaction.
Teamwork – We succeed together.

You’ll join a…