Work to turn vacation dreams into life-long memories by becoming a part of the Apple Leisure Group (ALG) team! We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a Quality Assurance Specialist within Vacations, one of our 14 industry-leading brands. In this role your primary focus will be the monitoring of agent interactions through various forms of communication, including but not limited to: evaluation, documentation, assessment and interpretation of results to provide coaching and development to Colleagues. The results will be used to create and deliver training curriculum, identify process improvements, improve customer experience and grow the business.

A successful Quality Assurance Specialist will:

• Consistently provide performance related feedback and coaching to Contact Center & Operations agents with a focus on sales techniques, service delivery and policy/process execution in order to enhance expertise and achieve ALGV outcomes.
• Conduct routine coaching interactions for Colleagues in the Contact Center and Operations to support and drive performance expectations, through written and verbal communication with colleagues and leadership
• Ensure Contact Center and Operations Colleagues are meeting compliance standards and mitigating financial losses
• Conduct group monitoring and calibration sessions, involving QA teams and leadership
• Communicate trend information and recommend possible solutions to leadership, training and internal partners for process/performance improvement
• Display strong interpersonal skills including the ability to provide constructive feedback & coaching in a manner that results in improved performance
• Effectively present and assist in new hire or cross-training/development training, as identified
• Manage and/or participate in special projects and other duties, as assigned by QA leadership, based on business needs
• Display effective time management to accurately conduct QA reviews in a timely fashion while managing other priorities as assigned
• Ability to read and interpret policies and procedures in order to quickly adapt to and reinforce updates

A successful Quality Assurance Specialist will have:

• High School Diploma or Equivalent
• Minimum 12 months experience working in the Contact Center
• Working knowledge of reservations systems and company policies, meeting Quality Assurance KPIs
• PC and software skills – working knowledge of Microsoft Suite is required
• Ability to utilize multiple platforms in one interaction
• Ability to perform in a fast- paced environment with minimal direct supervision
• Maintain confidentiality and display a positive attitude at all times.
• May require overtime, nights and weekends based on the business needs.
• Support Contact Center interactions during peak busy times.
• Strong written and verbal communication skills.
• Display strong customer service, analytical and organization skills.

About Apple Leisure Group

As North America’s only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through wellestablished vacation brands

AMResorts: Resort Brand Management: management of 5-star and 4-star luxury resorts through AMResorts® award-winning brand portfolio

AMSTAR: Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®

UVC: Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®

Trisept Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

About ALG Vacations

ALG Vacations, a division of ALG, is the largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean. ALGV consists of 6 consumer e-commerce vacation brands including Apple Vacations, BeachBound, CheapCaribbean, Funjet Vacations, Southwest Vacations, and United Vacations.

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We are united as a team, working toward a common mission and vision. Together, we are committed to live the core values by which we operate:

We Care • We Are Authentic • We Inspire Action • We Do It Together • We Own our Results- We Are Hungry For More • We do Everything With Passion

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

• Medical, Dental and Vision Insurance
• Basic Life Insuranc
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.