Quality Assurance Analyst

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.

POSITION PURPOSE Why does this position exist?

The Quality Assurance Analyst is responsible for monitoring, evaluating, and improving the accuracy, integrity, and ethical conduct of operational activities across the Consumer Finance division. This role ensures processes align with credit licence obligations, company policy, and service standards by assessing the quality of customer interactions, transactions, and decision outcomes.

Working independently of day-to-day operations, the Quality Assurance Analyst provides data-driven insights, identifies root causes of non-conformance, and partners with leaders to strengthen training, compliance, and performance. The role protects the business from regulatory, financial, and reputational risk while contributing to continuous improvement across all Consumer Finance functions, and associated teams - including Lending, Hardship, Collections, Transfers, Receivables, and Customer Liaison (CLO) and Sales Administration teams.

KEY RESPONSIBILITIES What does this position aim to do?

Quality Oversight

• Conduct structured quality reviews of calls, emails, applications, and transactions across multiple functions (e.g., lending assessments, payment handling, transfer processing, and customer correspondence).
• Assess adherence to policy, procedure, and regulatory obligations (including NCCP, AML/CTF, Privacy, SOX requirements, and internal credit policy).
• Evaluate the accuracy and completeness of data entry, documentation, and decision outcomes.
• Verify that customer interactions are ethical, transparent, and aligned with responsible lending principles.
• Maintain QA checklists, scoring frameworks, and evidence logs in accordance with audit and policy requirements.

Analysis and Reporting

• Identify quality trends, recurring issues, and training needs through quantitative and qualitative analysis.
• Prepare regular QA performance reports, including pass rates, rework volumes, and root cause insights.
• Support calibration sessions to align scoring consistency across reviewers and business units.
• Collaborate with system and data teams to integrate QA outcomes into performance dashboards.

Collaboration and Continuous Improvement

• Partner with operational leaders to close quality gaps through coaching, workflow changes, or process redesign.
• Provide targeted feedback to improve decision quality, accuracy, and customer experience.
• Escalate significant findings that may represent compliance, conduct, or systemic risk.
• Contribute to the development of new QA frameworks as business needs expand (e.g., broker oversight, chargeback management, or AML verification).
• Participate in internal audits, remediation reviews, and policy testing as required.

General

• Ensure all reviews and reporting are completed within agreed timeframes and service levels.
• Maintain confidentiality and impartiality in all assessments.
• Support team training, calibration, and knowledge sharing.
• Perform other reasonable duties as directed during peak periods or strategic initiatives.

MINIMUM POSITION QUALIFICATIONS What should the position holder be and have?

Technical Skills and Experience

• Prior experience in quality assurance, compliance monitoring, credit assessment, or financial operations within a regulated environment.
• Strong working knowledge of consumer finance processes such as lending, collections, payments, or customer servicing.
• Understanding of or willingness to learn NCCP, AML/CTF, Privacy, and other relevant regulatory frameworks.
• Proficiency in Microsoft Office (Excel, Word, Outlook), SharePoint, and Teams; experience with QA systems or reporting tools (e.g., Tableau or Power BI) is advantageous.
• Ability to interpret data, identify trends, and translate findings into actionable recommendations.

Soft Skills and Attributes

• High attention to detail with a structured and analytical approach.
• Strong communication and feedback skills — able to challenge constructively and collaborate across teams.
• Sound judgment, integrity, and commitment to ethical standards.
• Excellent time management and ability to handle multiple reviews under competing deadlines.
• Self-motivated and accountable; operates effectively with minimal supervision.
• Comfortable navigating ambiguity and balancing compliance with commercial outcomes.
• Resilient, adaptable, and focused on continuous improvement.

SUCCESS MEASURES How will success be defined?

• Accuracy and timeliness of QA reviews completed.
• Reduction in rework or error rates across audited functions.
• Alignment of QA findings with internal/external audit outcomes.
• Quality and clarity of insights provided to business leaders.
• Contribution to process improvements and staff development initiatives.
• Demonstrated impartiality and professionalism in all assessments.

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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.