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Quality Assurance Agent in Orlando, FL by Bluegreen Vacations

Date Posted: 4/14/2018

Job Snapshot

Job Description


The Quality Assurance Representative is responsible for quality assurance of all Vendor and NICC package sales. This includes but is not limited to monitoring of Genie Recordings and/or live agent phone calls; verification/activation of accounts in Concierge; handling hotel and resort inventory requests; and reconciling sales/reservation activity to ensure data integrity and accuracy in account creation.


• Meet and exceed shift goals for production including but not limited to HPV and V/A Error %.
• Verify/activate all eligible vendor and NICC package sales accounts; this includes listening to the recorded verification via Contract Genie, reviewing customer information and bookings for accuracy and processing approved credit card payments.
• Pend all new sales that do not review the required qualifications, terms & conditions and offer components and communicate such deals back to the corresponding Sell Vendor
• Ensure all work is done in a timely manner and meet “Banking” deadlines as set forth by Corporate Accounting
• Send out Daily/Weekly Sales Activity Manifests to all vendors; send out Daily/Weekly NICC Sales Reconciliation Logs to management.
• Act as primary point of contact for all internal Hotel/Resort inventory requests; this includes researching AS400 and/or communicating with sites or Resort Inventory as needed.
• Monitor live agent phone calls and provide feedback in approved format to Shift Supervisor or Call Center Manager, as assigned.
• Coordinate with Management team to resolve and fix error log issues
• Complete special projects or tasks as assigned by DOM or Admin Manager and participate in meetings as required.
• May perform other duties as assigned.

Job Requirements

• College graduate strongly preferred; high school diploma or equivalent required.
• 1-2 years of quality assurance or admin experience preferred; timeshare and/or previous experience in Sales or Marketing environment beneficial
• Must be trained or capable of being trained in MS Office programs including Outlook, Word and Excel as well as internal systems such as Concierge and AS400; good knowledge of all company/department policies and procedures will be required
• Detailed-oriented with strong analytical and problem solving skills; strong ability to think strategically and analyze information timely and accurately; strong interpersonal communication skills to deal effectively with vendors, associates and all levels of management within the organization; adaptable and flexible with the ability to work in a fast-paced and ever-changing environment