Quality Compliance Analyst (Call Center) @ Center Crossing
Company: Diamond Resorts International
Location: Las Vegas
Posted on: October 12, 2021
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
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
Intervenes immediately, for
defects detected that have short-term ramifications and attempts to
provide resolution directly to the member/owner
Provides direct constructive
coaching to team members for defects unrelated to performance
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
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
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
Proficient in time management;
the ability to organize and manage multiple
Ability to take initiative and
effectively adapt to changes.
Able to establish and maintain a
cooperative working relation.
Ability to interpret and create
Able to use sound judgment; work
independently, with minimal supervision.
Strong analytical and problem
Able to perform a
variety of duties, often changing from one task to another of a
different nature, with impending deadlines and/or established
Performs well with frequent
interruptions and/or distractions.
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
Keywords: Diamond Resorts International, Las Vegas , Quality Compliance Analyst (Call Center) @ Center Crossing, Other , Las Vegas, Nevada
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