Manager Quality Assurance – Non Comp

The Quality Assurance Manager is a multi-task-oriented position responsible for assisting the Director of Field Administration in overseeing and supervising the day to day operation of the Quality Assurance Specialists along with training and performance management. The Quality Assurance Manager also provides Sales support for the Front Line and In-House teams. This position requires excellent customer service, ability to lead and mentor a team, organizational skills, computer literacy, depth of contract/product knowledge and attention to detail.
 

Responsibilities:  

• Responsible for recruiting, training, coaching and performance managing a team of Quality Assurance Specialists.

• QA Manager is responsible and held accountable for their assigned team’s performance from Medallia, Contract Errors, PAC, TP PAC, Cancellation Percentages, retention of associates as well as other assigned goals.  

• Provide on-going development of the QAS in order to ensure excellent customer service is provided by adhering to closing requirements and proper product knowledge.  

• Ensure compliance with established policies, procedures and systems. 

• Work closely with the Sales Management team to ensure smooth transition of guest from TO/BBB Rep to QAS.

• Ensure all QAS’s are following scripts as outlined. 

• Provide Sales support and assist in answering questions from DOS, In-House Manager and Inventory Specialist. 

• Responsible for handling escalated customer service issues.

• Ensures closings and contract data entry goals are met.

• Should have an ongoing desire to grow with the company.
 

Qualifications 

• High School Diploma or equivalent (G.E.D). College preferred.

• Six months’ hands on computer experience, one-year general office experience or relevant courses. Must be a quick learner, friendly, and able to connect with different personality types to facilitate a connection with new owners.  

• Must have good interpersonal skills and maintain a professional yet friendly attitude in an often highly paced and pressured sales environment.  Attention to detail, follow up skills, and strong work ethic are essential.  

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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  Des avantages sociaux qui favorisent la santé et le bien-être financier des membres de l’équipe.

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  Des rabais sur les voyages et les hôtels pour les membres de l’équipe, leur famille et leurs amis.

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  Un équilibre sain entre vie professionnelle et vie privée avec congés pour des motifs personnels et horaires souples.

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  Activités pour membres de l’équipe qui renforcent la camaraderie grâce à des activités amusantes.

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  Une culture ouverte d’esprit engagée envers la diversité et l’inclusion.

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  Des incitatifs pour les membres de l’équipe qui font preuve d’excellence chaque jour.