Quality Specialist

Description

Essential Functions

Let us think customer centricity for a second… are you passionate about providing and being at the receiving end of quality of service so exceptional that it surpasses every previous experience, every time? Do you have experience with identifying the key talking points of a conversation? Do you find yourself coaching and hence influencing multiple opinions and business divisions to always think “customer first”? If so, this role could well be for you!

The Quality Specialist role at ResortCom is the backbone to ensuring ResortCom’s quality of service across all business frameworks (member experience, client interactions, agent engagement) is spotless!

You will be responsible for the design, delivery and collection of data and insight from interactions across the organization, build and support roadmaps aimed at upholding a very high standard experience both internally and externally. You will influence and inspire change, lead a roadmap of initiatives, be part of a growing a team, and be a specialist in partner experience and quality competencies aimed at forging simplicity and improved member experience.

Summary of primary functions:

• You will work very closely with the Training and Development team to review and assess the quality of service offered by all ResortCom’s contact Centers.
• Provide reporting and analytics, identifying trends to leadership
• Design coaching strategies aimed at improving the quality of service across the organization
• Research and propose coaching strategies with an aim at improving Contact Center engagement and collaboration
• Completes projects and special assignments by establishing objectives; determining priorities; managing time; gaining cooperation of others; monitoring progress; problem-solving; adjusting plans
• Contributes to team effort by accomplishing related results as needed
• Maintain an upbeat presence and communicate timely and respectfully with Members, clients, guests and as well as with fellow employees
• Ability to perform tasks independently with minimal instructions and supervision.
• All other duties and projects as assigned by leadership.

Other Duties

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Your Career with the Employer of Choice Awaits!

ResortCom is a leader in the vacation interval servicing industry, with reputed clients like Villa Group, Tafer Hotels and Barcelo Group; our business is one that brings an array of challenges and opportunities every day and we are seeking an outgoing and proactive team member to provide support to our Contact Centers.

Our Core Values: We pride ourselves on living the RCLIFE! We are RESOURCEFUL and COMMUNICATE! We LEAD with INTERGRITY while having FUN and love to EMPOWER our team members to be their very best every day!

Employer of Choice Benefits: We don’t just say we are the Employer of Choice; we back it up with our benefits that are second to none! See the PERKS that makes us different!

Health is Wealth- We pay 85% for our employees Medical, Dental and Vision Benefits, while also paying for 50% for dependents! We ensure all team members with employer paid Life Insurance while also providing FREE onsite flu shots.

Vacation- We provide a Complimentary Vacation week at one of our managed resorts with various discounted rates on food and excursions!

Discounts- We have several relationships with numerous vendors that provide our team members discounts on enjoying life! We have discounted rates with a local childcare and gym vendors.

Qualifications

Required Education and Experience

• Competency and Experience

• High school diploma (or GED or High School Equivalence Certificate).

• Communication, strong teamwork, results oriented.
• The ability to work both independently and within a group setting.
• Excellent knowledge of Microsoft Office Suite.
• Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
• Forward looking thinker, who actively seeks opportunities and proposes solutions

Preferred Education and Experience

• Bilingual (English – Spanish) preferred
• Score Buddy platform experience
• Prior Quality Assurance Experience preferred

Salary : $15 - $17