Quality Assurance Representative

The Quality Assurance Specialist’s mission is to review sales and service calls to verify and ensure that all sales packages are properly sold to highly qualified guests who have purchased a Hilton vacation package, resulting in the high probability that these guests will purchase a timeshare. 

This efficient and effective call review will contribute to the success of the organization by reducing post-sale contract cancellations and ensuring a positive post-sale guest experience.

Why Team Members Like Working for us:

• Outstanding health care options that all employees are eligible on day one
• Paid Time Off that allows for adventure, self-discovery, relaxation, or recuperation
• HGV provides access to outstanding Team Member benefits, discount travel programs and much more
• Internal career mobility with a growing company
• Group RRSP plan for eligible full-time team members after one year of continuous full-time employment
• Industry-leading training, top notch technology and continuous support
• Learn sales skills for the rest of your life 
• And so much more!

• Effectively use our recording and reviewing systems to review Outbound and Inbound Sales and Service calls to ensure that the product is being represented correctly towards our new purchasers 
• Ensure all information relayed to the guest is complete and accurate based on scorecard metrics
• Ensure that we have a high level of quality when speaking with our guests as well as setting the correct expectation for the guest based on package details of participation.
• Prepare and provide accurate data that is correctly documented in systems in order to create reports that will better support our sales and service teams
• Report any egregious Verification Call or Full Call discrepancies or deficiencies to your Quality Assurance Supervisor
• If needed, correct any customer’s information that was incorrectly entered at the point of sale
• Thoroughly review the call to ensure that the correct expectation is set for our guests and that there is no misleading information during the call
• When needed, effectively communicate any questions or finding with your Quality Assurance Supervisor 
• Ensure that all calls that are reviewed are being correctly coded and submitted in our database in a timely manner with accurate information 
• When needed, effectively use sales product knowledge to find any discrepancies in information that was relayed with our guests 
• Follow schedule adherence and use schedule adherence tools appropriately
• Effectively communicate your findings with your fellow team members as well as your management
• Manage time effectively to punctually attend daily team meetings, training sessions, and company appointments
• Demonstrate total understanding of the culture and processes of the organization
• Participation in formal training sessions offered by management team
• Assist in the development and shadow training of other Quality Assurance team members, as requested
• Perform Special Projects, Calibrations, and Escalations when requested by management. 
• Team member is responsible for any other duties as assigned by management based on business needs.

• Excellent written and communication skills
• Ability to deal with multiple tasks and work independently
• Ability to maintain a calm, professional, and cheerful demeanor.
• Good computer skills
• Good problem-solving skills
• Good listening skills
• Ability to work in a team environment and interact with all levels of team members within the organization.
• Acceptable attendance includes showing up on time to work and staying until the end of your scheduled shift
• Working knowledge of MS Word, Excel, Outlook         

Our Commitment to Inclusion

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life. 

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 accommodation.