Quality Assurance Analyst I

Travel + Leisure Global Support Services (Philippines) Inc.; Philippines; On-site; PHP 223,000 - 335,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Modern office space

Professional development funding

Discounted hotel stays across multiple

Private health cover

Job summary

Travel + Leisure Co. seeks a Quality Assurance Analyst I to join a dynamic team supporting the Consumer Finance group. The role focuses on monitoring quality, reducing errors, and improving call handling across regions including Clark, Las Vegas, and Orlando.

You will design and perform QA call monitoring strategies, provide feedback, and help sustain an effective control environment. Strong data analysis and reporting skills are essential, with training opportunities and a collaborative culture.

Qualifications

• Bachelor’s degree or equivalent experience is required.

Responsibilities

• Plan, measure, and analyze data, monitor trends, and evaluate process and service quality gaps.
• Manage quality call monitor program and provide feedback to associates and management to promote continuous improvement, lead quarterly sessions, and prepare weekly quality reports.
• Coordinate quality process development with departments and develop pocket training/coaching sessions.
• Use PowerBI and SAS to pull data and support call monitoring processes.
• Conduct new hire training on the call monitoring process.

Skills

Analytical skills

Strong organizational skills

Interpersonal skills

Effective communication skills

Problem resolution skills

Demonstrated analytical skills

Critical thinking

Written communication

Education

Bachelor’s degree or equivalent experience

Tools

PowerBI

SAS

Excel

PowerPoint

Word

Job description

Job Description

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide. Job Description Go Where Opportunity Is Everywhere At Travel + Leisure Co., every day is an adventure where drive meets opportunity. Wherever you want to take your career, let’s get there together. We are seeking a Quality Assurance Analyst I to join our team! The Quality Assurance Analyst I provides quality assurance and risk expertise for ongoing customer service and process initiatives within the Consumer Finance group of Travel + Leisure. This is a dynamic role that includes working on a small team with team members in Clark, Las Vegas, and Orlando and collaborating with different operational business groups to increase efficiency, reduce errors, and help sustain an effective control environment. The Quality Assurance Analyst I assist in designing, developing, and performing quality assurance call monitoring strategies and methodologies across major business processes. The Quality Assurance Analyst I assist in managing the call monitoring program and provides feedback to management to improve overall Associate performance and call quality for owners.

How You’ll Shine

Plan, measure, and analyze data, monitor trends, and evaluate process and service quality and service quality gaps.

Manage quality call monitor program and provide feedback to associates and management to promote continuous improvement efforts, helps lead quarterly continuous improvement sessions, resolves dispute process, and prepares and issues weekly quality reports, as well as maintaining and updating relevant content in the Information Center (40% time)

Coordinate quality process development and improvement initiatives with the respective departments. This may include collaborating with call center management to develop pocket training/coaching sessions (10% time)

Usage of reporting tools (PowerBI and SAS) to pull, analyze as needed and support call monitoring process (40%)

Support creation of new audits that support customer service process. Assist in process reviews and process mapping as needed (5%)

Conduct new hire training to teach job skills and best practices for the call monitoring process (5%)

How You’ll Be Rewarded

Build your career with a value‑driven organization that promotes continual growth and development for its people. Some of our many benefits include:

• Comprehensive benefits package, including health insurance and retirement plans
• Newly‑refurbished modern office space
• Professional development funding
• Discounted hotel stays across Philippines, Australia, Fiji, and New Zealand
• Subsidized private health cover upon successful completion of probation

What You Will Bring

• Bachelor’s degree or equivalent experience
• Minimum of 1 year of operational, compliance or financial auditing experience required
• Experience with risk and control summary tools preferred
• Demonstrated analytical skills
• Strong organizational and interpersonal skills
• Strong problem resolution skills
• Ability to partner with various business units simultaneously
• Effective communication skills
• Demonstrated ability to use critical thinking and work under pressure, and possess good written and oral communication skills
• Must possess working knowledge of or have a strong aptitude for learning Microsoft Office programs Excel, PowerPoint and Word
• Strong data analytical skills
• Also possess the ability to quickly learn the functionality of a new system/application

Why Join Travel + Leisure Co.?

At Travel + Leisure Co., our values are the HEART of everything we do: Hospitality – We treat everyone like family. Engagement – We deliver on our promises. Accountability – We own our impact. Respect – We consider others in every interaction. Teamwork – We succeed together.

You’ll join a collaborative global team where your expertise will directly influence how we leverage technology to create better experiences for our people and support business growth across the region.

Where Memories Start with You Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.

If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.

Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.