Title: Manager, Quality Assurance, Virtual Sales

Travel + Leisure Co.•Sandy, UT

55d

About The Position

The Quality Assurance Manager is responsible for leading the virtual sales Quality Assurance Team. The Quality Assurance Manager provides leadership and document presentation training, performance reviews and development for the Team. The Quality Assurance Manager also partners with leaders and sales team to identify training opportunities for compliance and retention best practices through direct observation, reporting and owner contact. Communicates with the Director of Owner Onboarding regarding potential escalations, process improvement, and individual team member development and training opportunities. Works with the Quality Assurance Team and site leadership to ensure performance and compliance through the sales document process, customer service and training. Also, completes Owner Certification presentations as needed to support the business along with audit of Certification process with Quality Assurance Team.

Requirements

Ability to prioritize and organize tasks
Ability to influence
Excellent verbal and written communication and interpersonal skills
Ability to manage concurrent assignments in an effective and efficient manner
Strong conflict management skills
Expert Contract Standards Expertise preferred
T+L product knowledge expertise preferred
Ability to establish immediate relationships with internal and external departments
Basic computer skills, including Microsoft Word and Excel along with Microsoft Power Point and Teams.
Three (3) years customer service experience required
1-2 years of leadership experience preferred
1+ year training experience
2+ years WVO sales experience preferred
1-2 years timeshare and/or real estate experience preferred

Responsibilities

Hire, train and manage team to reflect the Travel and Leisure culture of Lead with the Heart initiative.â¯ Responsible for coaching, motivating and developing team to achieve departmental goals and rescission targets.
Monitor team and track performance to maximize team effectiveness, development, and productivity.â¯Take appropriate corrective disciplinary action as necessary. Oversee performance review process and Payroll for the department. Monitor and inspect all work related courses are up to date.
Develops and implements operational plans of action through our OKR (Objectives Key Results) to maximize team effectiveness, productivity, retention and compliant sales and document presentations.
Provide post-sale customer service for sales retention and compliance to deliver exceptional OE and Guest Service Scores.
Effectively partners, creates value added solutions/initiatives and collaborates with Director of Owner Onboarding
Collaborate with Sales Leaders to curate and maintain innovative, relevant content in GRYPP to enhance sales presentations and engagement.

Benefits

Medical
Dental
Vision
Flexible spending accounts
Life and accident coverage
Disability
Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
Wish day paid time to volunteer at an approved organization of your choice
401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
Legal and identify theft plan
Voluntary income protection benefits
Wellness program (subject to provider availability)
Employee Assistance Program