Overview
CAPA Specialist – Quality & Regulatory Systems Jobs in Johnson City, TN at LabConnect, LLC
WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*
At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.
Here’s why you will love it here:
Recognition Programs and Rewards
Excellent health care options, including medical, dental, and vision
A people-first culture
Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
Perks at work: Employee Pricing platform
Employee Assistance Program that supports your physical and mental well-being.
Paid Vacation Time and Paid Sick Days
401(k) program with company match
Tuition reimbursement programs
Numerous learning and advancement opportunities
And more!
What Will I be Doing?
The Quality Assurance Specialist is responsible for monitoring and evaluating Team member calls and present reporting that summarizes and identifies areas of greatness as well as the ones needing improvement. This person is responsible for providing a superior level of service, exhibiting the highest levels of integrity and performance contributing to Company profitability and customer satisfaction.
You are responsible for driving company success through performing the following tasks to the highest standards:
Responsible for listening to calls and score them utilizing the created scorecard and based on current policies and procedures.
Researches and uses empowerment to resolve concerns and questions raised by team members.
Practices and maintains the highest standards of professionalism when interacting with team members, and management.
Follow all quality assurance directives and standard operation procedures (SOPs).
Maintains expert understanding of product and document knowledge.
Achieves and/or exceeds follow-up goals.
Partners with leads, AMs and Managers for maximum effectiveness.
Responds with urgency when needed.
Communicates effectively with management to solve problems.
Completes reports in a timely manner.
Exhibits professionalism.
Acts as a product knowledge expert.
Completes all required Company trainings and compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.
What Are We Looking For:
To fulfill this role optimally, you must possess the following minimum qualifications and experience:
Associates degree or equivalent experience in related field.
A minimum of six (6) months of experience in the vacation ownership and/or collections field
No supervisory experience
Strong attention to detail.
Ability to drive results.
Proficient understanding of call center terminology.
Adequate knowledge of learning management systems and web delivery tools.
Proven ability with face-to-face and virtual instruction.
Able to communicate professionally with all levels of team members and management.
Excellent written and oral communication skills.
Ability to plan, organize and implement a range of reporting and scheduling activities.
Computer proficiency in Microsoft Word, Excel, Power Point and Outlook.
Ability to interpret and update policies, procedures and manuals.
Excellent customer service skills.
Proficient in time management; the ability to organize and manage multiple priorities.
Flexibility & Availability are crucial.
Recognizes an emergency and takes appropriate action.
Able to establish and maintain a cooperative working relation.
Ability to interpret and create spreadsheets.
Able to use sound judgment, work independently, with minimal supervision.
Strong analytical and problem-solving skills.
Performs well with frequent interruptions and/or distractions.
HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek’s “America’s Greatest Workplaces for Parents & Families.” Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.
Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.
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 accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Title: CAPA Specialist – Quality & Regulatory Systems
Company: LabConnect, LLC
Location: Johnson City, TN
