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Quality Assurance Agent in Orlando, FL by Bluegreen Vacations

Date Posted: 2/14/2018

Job Snapshot

Job Description

Purpose:

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.

Responsibilities:

• 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