Lead Quality Assurance

Hilton Grand Vacations•New York, NY

2d•$43•Onsite

About The Position

The Lead Quality Assurance Specialist is responsible for day-to-day guidance and support for the QA Team. The Lead will work closely with the QA Manager to develop the QA Specialists and ensure consistent practices within the QA department. HGV provides access to outstanding Team Member benefits, discount travel programs and much more! Join HGV to access these premier benefit programs today! HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

Requirements

Minimum of 2 years of experience in hospitality or customer service
Minimum of 2 years of Quality Assurance experience in the vacation ownership industry
Proficient with Microsoft Office including Word, Excel, and Outlook
High School Diploma or equivalent
Able to work flexible schedules including mornings, evenings, weekends and holidays

Nice To Haves

Previous training and development experience
Prior supervisory experience
Experience in direct sales within the vacation ownership industry
BA/BS/bachelor's degree
Current Notary Public

Responsibilities

Supervise, focus, and drive team engagement and maintain positive morale
Monitor USB inventory and office supplies
Sustain a deep familiarity with both HGV legal documents and HGV Club product
Develop, coach, and assist in training QA team on proper document procedures
Conduct trainings for QA teams and Sales
Lead QA Performance regarding critical metrics
Solidify sales that need to be recognized for daily revenue for areas in which other QAs do not have access
Handle end of day pender to suspense process to ensure accurate volume recognition
Run pending contracts, contracts in suspense and aging reports
Lead Team’s Post-Sale follow up (perform owner follow-up on all outstanding files until closing)
Assist the sales process by conducting face to face sessions with new clients
Generate reports and documents by using HGV software and system programs
Review documents for accuracy and coordinate with Contracts Processing office
Review real estate documents with clients
Answer owner’s questions and be prepared to overcome any objections
Notarize documents and assist with the deeding process
Prepare business letters as needed to communicate HGV related information to clients
Ensure scheduled contract payments are processed or being followed up on
Use the internal processing system (Chorus) and responsible for recognizing daily revenue
Maintain and work a Pender and Issues Report
Assist QAs with handling cancellation letters and assist the sales team in retaining the sale
Provide high level of customer service for internal and external customers
Lead QA presentation -focused on customer experience, consistency, and HGV standards
Assist owners in obtaining any documentation, information and/or monies needed to process the sale.
Mobile notary process to ensure efficient completion.
Review mail outs for accuracy prior to being uploaded to mobile notary service website.
Review completed documents prior to being mailed back by mobile notary service
Establish a relationship and be the liaison with Sales, Contracts Processing, SGC and other departments as needed to identify improvements through process reviews
Collaborate with Sales Trainer to continue integrated Sales/QA training to solidify presentation (within compliance guidelines)
Partner with Sales Leadership with elevated rewards membership, anti-recession program and FDI exception process
Assist with various projects and programs for QA dept
Additional duties assigned by Management, as needed, to further business objectives