Job Title : Quality Assurance Representative (Bally's)
Department : Marketing
Property : Bally's Las Vegas
Shift : Varies
Status : Full-Time

Job Description:
INTERNAL CANDIDATE IDENTIFIED

Quality Assurance Representatives are responsible for ensuring quality with in the call center. They will evaluate, report and document quality and service via monitoring phone calls, auditing reservations and tracking after call guest surveys. Quality Assurance Representatives will complete and distribute the IVR Call Survey Reports daily. They will also prepare and distribute the agent reservation booking audits monthly.

Quality Assurance Representatives will be responsible for answering telephone calls, emails, and participating in internet webchats to assist guests with billing inquires and other guest service issues including but not limited to; assistance with making reservation bookings, harrahs.com error messages, general questions, copies of folios, research and resolution of credit card and charge disputes, credit card refunds, application of Total Reward credits for payment, reversing Total Reward credits, payment changes, and credit card authorization releases. Calls, emails, and chats will be conducted in accordance to call center etiquette and quality standards. They will also utilize the cashiering function to make adjustments and corrections to guest accounts.

A completed checklist of the physical and mental demand incumbent to this position as well as, the working conditions under which these duties are performed is available upon request. Those demands and conditions occurring on a consistent basis are deemed essential to the performance of these essential functions.

Secondary Job Functions:
Must have the ability to analyze and quickly understand written and verbal communication and respond to internal and external customer needs and provide appropriate resolution in a timely manner. Must be able to audit adherence to protocols, technical specifications and SOP’s. Must be able to balance cashier reports. Must be able to meet measured efficiency goals and standards. Completes duties as assigned, acts as a role model always presenting oneself as a credit to Harrah’s and encourages others to do the same. Adheres to all company policies, regulatory and state/federal laws.

High school graduate.

Experience: 1 year customer service in a hotel or resort or 1 year customer service oriented job experience. Reservations or Front Desk experience preferred but not required.

Abilities: Must be able to work interdependently and take initiative. Must be an objective individual and independent thinker. Must be able to handle multiple tasks in a high volume, fast paced environment. Must have knowledge of computer, telecommunications functions and systems, customer service and telemarketing. Excellent organizational, listening, interpersonal and analytical skills. Must be able to communicate clearly and concisely in writing and verbally. Must have good mathematical skills and a basic understanding of accounting terminology. Must demonstrate and upbeat and positive disposition. Strong knowledge of customer care processes and techniques are vital. Must have a thorough knowledge of the processes and guidelines for Casino and General Reservations and Total Rewards program, proficient in CMS, LMS, and WINet systems.

Additional Desired Skills: Intermediate level of knowledge of Microsoft Office programs (Excel, PowerPoint and Word).

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