Hilton Grand Vacations · 5 hours ago
Analyst Club & OS Quality Management
Orlando, FL, United States
Full-time
Onsite
Entry, Mid Level
1+ years expHilton Grand Vacations is seeking a Club & OS Quality Management Analyst to ensure members receive a flawless service experience. The role involves quality call monitoring, providing feedback, and collaborating with team members to maintain high service standards.
LeisureRecreationTravel
Responsibilities
Perform quality reviews of calls throughout the entire Club/Owner Services (Orlando) department in English, assessing whether the service given fulfills department quality/service requirements. Provide detailed commentary on how and why the call excels, matches, or fails to reach department standards
Collaborate closely with the Manager of Support Services and Training Specialist to report training needs derived from Quality monitoring. Offer suggestions on areas requiring retraining and opportunities for growth
Provide detailed information from quality call monitoring to Call Center Managers to support the creation of annual performance reviews for team members
Review monitoring evaluations with team members, providing constructive feedback and input for developing skills
Participate in developing and coordinating the Quality Call Monitoring recognition program each year to encourage and reward outstanding performance
Perform department audits for accuracy and ensure accurate procedures are followed. Collaborate with Call Center Managers in reporting discrepancies and implementing corrective actions
Review customer feedback via correspondence, surveys, etc., to determine department training needs
Compile audit findings and communicate results to leadership and impacted parties
Identify root causes for performance gaps and recommend solutions
Support the Training Specialist by assisting with training classes for new hires or retraining purposes as needed
Support the Manager of Support Services by helping coordinate special events and celebrations
Promote a positive "can do" attitude and work as a great teammate
Represent the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Collaboration, Accountability, and Now
Complete all required Company training/compliance courses as assigned
Adhere to Company standards and maintain compliance with all policies and procedures
Perform other related duties as assigned to support the department’s mission and goals
Qualification
Required
Skilled in all reservation platforms, including VOICE and Clarity
Expertise in every facet of HGV Club Owner Services is required
High school diploma or GED, or equivalent experience, required
Excellent verbal and written communication skills
Possible 10% overnight travel
Must be diligent and self-motivated with teambuilding, mentoring, and leadership skills
Preferred
Minimum one year of leadership experience, preferred
Associate or Bachelor's degree, preferred
Bilingual Spanish, preferred
Previous experience in Quality Call Monitoring is preferred
Company
Hilton Grand Vacations
Hilton Grand Vacations is a vacation ownership travel company.
10001+ employees
H1B Sponsorship
Hilton Grand Vacations has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (9)
2022 (3)
2021 (4)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
$3.65B2025-12-16Post Ipo Debt· $400M
2025-08-14Post Ipo Debt· $400M
2025-07-11Post Ipo Debt· $64.68M
Leadership Team
Dan Mathewes
Senior Executive Vice President and Chief Financial Officer
Gordon Gurnik
Chief Operating Officer
Recent News
2025-11-19
2025-11-03
2025-11-03
Company data provided by crunchbase