Quality Assurance - Quality Control Assoc
At Bluegreen Vacations, our purpose is to deliver a great vacation experience, every time. To add even greater value for our Vacation Club owners and their families, Bluegreen has created strategic alliances with industry leaders to provide exclusive benefits like one-of-a-kind experiences and a greater range of vacation options. That’s why Bluegreen Vacations is the Official Vacation Ownership Provider for Bass Pro Shops® and Cabela's®, Choice Hotels®and NASCAR®. We invite you and your family to discover a better way to vacation with Bluegreen.
The Quality Control Associate is responsible for systematic monitoring and evaluation of all aspects of guest and owner interaction to ensure adherence to compliance and quality standards. This position will provide support to call center leadership with ongoing monitoring of guest phone, email and chat interactions, evaluating data integrity and process efficiency, with a particular focus on compliance. The Quality Control Associate will also be proactive in providing suggestions to improve efficiency and overall guest experience, close more sales or encourage more guests/owners to travel on their marketing vacation.
Score calls according to departmental standards and as defined by calibration sessions with leaders and in partnership with learning and development team members. Call Miner may be used for targeting call types and leaders will often ask for specialized listening projects and/or deeper investigation into precise scenarios.
Proactively communicate training opportunities to leadership teams, particularly marketing misrepresentations or compliance failures. Clearly and concisely articulate opportunities, failures, both positive and negative team and individual trending, and emphasize gaps in training. Associates will also work together as a team to nominate and celebrate ‘Calls of the Week’ or other Sales or Service highlights.
High diploma or equivalent
1 call center preferred and timeshare knowledge a plus
2 years sales or customer experience
Proven successful track record in quality monitoring
MS Office Suite required
Concierge, AS 400 preferred
Must type 35 WPM
Business and results-oriented, self-directed, self-starter, assertive, strong analytical evaluation skills
Strong interpersonal relationship and communication and interpersonal skills, ability to compile data into an easily consumable format, make presentations and participate in business meetings.
Medical, Vision, & Dental
401k with company match
Vacation / Sick Pay
Resort Discounts (Family & Friends)
Life Insurance and Disability Plans
- Job Family Business Process/Service Quality
- Job Function Merit Only
- Pay Type Hourly
- Employment Indicator Regular
- Travel Required No
- Required Education High School
- Job Start Date Monday, November 2, 2020
- Orlando, FL, USA