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Quality Compliance Analyst (Call Center) @ Center Crossing

Company: Diamond Resorts International
Location: Las Vegas
Posted on: October 12, 2021

Job Description:

JOB SUMMARY
Under general supervision, the Quality Compliance Analyst is tasked with monitoring compliance and fulfillment procedures of THE Club® product, rental and owner reservation services, as well as customer service standards performed to ensure that superior service is delivered.
ESSENTIAL JOB FUNCTIONS
  • Monitors and measures quality evaluations of agents to determine measurable operational functions and duties that reflect quality service expectations.
  • Uses quality monitoring data to compile and track performance at team and individual levels and shares results with management to provide constructive coaching to agents.
  • Intervenes immediately, for defects detected that have short-term ramifications and attempts to provide resolution directly to the member/owner involved.
  • Provides direct constructive coaching to team members for defects unrelated to performance management infractions.
  • Participates in call calibration sessions to ensure consistency in ratings both internally and externally, as appropriate.
  • Provides management with detailed reporting on performance on an individual and overall level.
  • Audits and identifies discrepancies within the transactions completed in operational systems (ATLAS/Clarity, HARLAND, ResorTime, etc).
  • Completes all required company trainings and compliance courses as assigned.
  • Adheres to company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned.
EDUCATION
  • High School Diploma or equivalent.
EXPERIENCE
  • A minimum of six (6) months of customer service experience required.
  • No supervisory experience required.
SUPERVISORY RESPONSIBILITIES
  • This position does not include supervisory responsibilities.
LICENSE & CERTIFICATIONS
  • This position does not require licenses or certifications.
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Able to establish and maintain a cooperative working relation.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Performs well with frequent interruptions and/or distractions.

ADDITIONAL INFORMATION

Please note that Hilton Grand Vacations (HGV) acquired Diamond Resorts International (DRI) as ofAugust 02, 2021.If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV. A transition to HGV will occur as we integrate technology, systems and branding but it will take time until our separate operating systems, employment policies and benefits are fully integrated.As a result, for a period of time, employees will receive correspondence and messaging from Diamond Resorts as well as from HGV and related entities.
US-Nevada-Las Vegas

Keywords: Diamond Resorts International, Las Vegas , Quality Compliance Analyst (Call Center) @ Center Crossing, Other , Las Vegas, Nevada

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