Compliance and Quality Assurance Specialist- Capital Vacations
Compliance and Quality Assurance Specialist- Capital Vacations
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1 Vacancy
Job Description
Compliance and Quality Assurance Specialist
Purpose
The Compliance and Quality Assurance (QA) Specialist ensures that all marketing and call center activities comply with applicable laws regulations company policies and industry standards. This role involves evaluating customer interactions to maintain and improve quality standards ensuring a positive customer experience and identifying opportunities for process improvements.
Principal Duties and Responsibilities
Compliance Responsibilities:
- Stay uptodate with relevant laws regulations and industry guidelines related to marketing and call center operations.
- Conduct regular audits of call scripts marketing campaigns and operational practices to ensure compliance.
- Identify and escalate potential compliance risks and recommend corrective actions.
- Collaborate with legal and compliance teams to ensure adherence to all regulatory requirements.
Quality Assurance Responsibilities:
- Monitor and evaluate inbound and outbound customer interactions for adherence to quality standards policies and procedures.
- Develop and maintain QA scoring guidelines.
- Provide constructive feedback to agents to improve performance.
- Analyze trends in QA evaluations to identify training needs and process improvement opportunities.
General Responsibilities:
- Perform duties in compliance with company policies business code of ethics FLSA regulations and all applicable laws.
- Ensure confidentiality reliability quality and productivity in all work.
- Handle all other duties as required.
Job Requirements
Education Training and Experience:
- High school diploma required; some college preferred.
- High proficiency in Microsoft Office applications with strong skills in MS Excel.
- Experience in the hotel/timeshare industry is a plus.
- Previous experience with a CRM system preferred; Salesforce experience is a plus.
- Strategic mindset with problemsolving skills to craft win/win solutions.
- SET SCHEDULE 12:309:00 AND 10:307:00PM
Skills Knowledge and Abilities:
- Ability to work both independently and in a team environment.
- Strong organizational skills with the ability to multitask and prioritize effectively.
- High attention to detail and accuracy.
- Technically savvy with the ability to quickly learn and navigate multiple systems.
- Willingness to become the subject matter expert on the CRM platform.
- Ability to work in a fastpaced office environment.
- Excellent communication skills and professional demeanor.
- Flexible schedule ability to work weekends evenings and holidays as needed.
Must be 18 years of age and able to pass a full background check
Required Experience:
Unclear Seniority
Employment Type
Full Time
