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

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 to join our team!

The Quality Assurance Analyst is responsible for monitoring, evaluating, and improving the accuracy, integrity, and ethical conduct of operational activities across the Consumer Finance division. This role ensures processes align with credit license obligations, company policy, and service standards by assessing the quality of customer interactions, transactions, and decision outcomes.

Working independently of day-to-day operations, the Quality Assurance Analyst provides data-driven insights, identifies root causes of non-conformance, and partners with leaders to strengthen training, compliance, and performance. The role protects the business from regulatory, financial, and reputational risk while contributing to continuous improvement across all Consumer Finance functions, and associated teams - including Lending, Hardship, Collections, Transfers, Receivables, and Customer Liaison (CLO) and Sales Administration teams.

• Conduct structured quality reviews of calls, emails, applications, and transactions across multiple functions (e.g., lending assessments, payment handling, transfer processing, and customer correspondence).
• Assess adherence to policy, procedure, and regulatory obligations (including NCCP, AML/CTF, Privacy, SOX requirements, and internal credit policy).
• Evaluate the accuracy and completeness of data entry, documentation, and decision outcomes.
• Verify that customer interactions are ethical, transparent, and aligned with responsible lending principles.
• Maintain QA checklists, scoring frameworks, and evidence logs in accordance with audit and policy requirements.

• Identify quality trends, recurring issues, and training needs through quantitative and qualitative analysis.
• Prepare regular QA performance reports, including pass rates, rework volumes, and root cause insights.
• Support calibration sessions to align scoring consistency across reviewers and business units.
• Collaborate with system and data teams to integrate QA outcomes into performance dashboards.

• Partner with operational leaders to close quality gaps through coaching, workflow changes, or process redesign.
• Provide targeted feedback to improve decision quality, accuracy, and customer experience.
• Escalate significant findings that may represent compliance, conduct, or systemic risk.
• Contribute to the development of new QA frameworks as business needs expand (e.g., broker oversight, chargeback management, or AML verification).
• Participate in internal audits, remediation reviews, and policy testing as required.

• Ensure all reviews and reporting are completed within agreed time frames and service levels.
• Maintain confidentiality and impartiality in all assessments.
• Support team training, calibration, and knowledge sharing.
• Perform other reasonable duties as directed during peak periods or strategic initiatives.

• Prior experience in quality…